Technical Support Analyst Senior
Technical Support Analyst Senior
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Every day Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit debit prepaid and merchant services. Our worldwide team helps over 3 million companies more than 1300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Summary of This Role
Controls the lifecycle of all technology changes enabling beneficial changes to be made with minimum disruption to IT services while maintaining and enforcing the processes and procedures that govern IT Change Management. Applies Enterprise Change Management Process standard operational procedures structured methodology and activities involving technology changes to the production operations environment from inception to completion. Improves the quality of changes by ensuring that a standard methodology is used to handle all changes and control the impact upon the business operations of the organization.
What Part Will You Play
Performing Change Management daily weekly and ad hoc operational checks and for managing change requests through their lifecycle.
Review decision perform impact assessment and authorize low risk business as usual (BAU) change requests to proceed for implementation.
Review medium and high risk changes for success criteria.
Prepare CAB agenda
Evaluate timing of requested work against predefined working time frames to reduce risk to Global Payments team members and clients.
Confirms successful testing has been completed prior to production implementation
Confirms change implementation plan including documentation provided contains accurate detail post- change implementation validation planning is in place and has been tested in lower environments remediation plan communication of change work has gone out to the correct recipients and in the agreed upon/contractual agreement timeframe.
Perform Post Implementation Review activities to disposition change requests.
Review Standard Change Tickets for validity of use and successful implementations
Prepares agenda for Standard Change Review Board
Provides input for Standard Change categorization
Works closely with Release Management teams to coordinate and manage Change Requests through all phases of their lifecycle
Attends Incident and Problem Management meetings
Review problem/incident management tickets to ensure incidents caused by change are properly vetted and related/linked to the actual change ticket
Works closely with Incident and Problem management to identify trends and resolve/improve technology change implementations to achieve higher success rates.
Responsible for meeting with tracking and completing implementation activities of Edge Business Units/Affiliates transitioning to Enterprise Change Management procedures
Creates manages and maintains change status reports and its data
Coordinate and facilitate monthly scheduled maintenance windows (e.g. create timeline using microsoft project identify and document correct timeline of events resources etc schedule and chair preparation and post maintenance window meetings facilitate maintenance windows review change requests communications)
Understanding of change requests
High level knowledge engineering team responsibilities.
Know and interact with the engineering team leaders.
Intermediate understanding of it work completed.
Knowledge of change windows for business segments.
Knowledge of service impacts when issues occur due to change implementation.
High level understanding of change collisions and their possible negative impacts.
Update/maintain change windows
What Are We Looking For in This Role
Minimum Qualifications
Bachelors Degree
Relevant Experience or Degree in: Information Technology Business Operations Process Improvement or Data Analytics or relevant work experience
Typically Minimum 4 Years Relevant Exp
Prior experience working in IT Operations Infrastructure Information Security and/or Software Development
ITIL Foundation Certification
Preferred Qualifications
Masters Degree in a technical or business discipline
ITIL v4 Certification
Experience with CI/CD
What Are Our Desired Skills and Capabilities
Skills / Knowledge - A seasoned experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified career-oriented journey-level position.
Job Complexity - Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
Supervision - Normally receives little instruction on day-to-day work general instructions on new assignments.
Experience using IT Service Management tools
Knowledge or end user devices network infrastructure and telecommunications systems and services in a PCI compliant environment.
Experience with working in a secure environment. Understanding of the legal issues relating to IS/IT e.g. Data Protection Freedom of Information and Computer Misuse Acts international and NA regulations.
Ability to build strong working relationships with a variety of stakeholders.
Strong customer focus.
Good communication and negotiation skills
Exposure with Agile software development lifecycle
Exposure to Dev Ops concepts
Familiar with SaaS/PaaS
Benefits:
Global Payments offers a comprehensive benefits package to all of our team members including medical dental and vision care EAP programs paid time off recognition programs retirement and investment options charitable gift matching programs and worldwide days of service. To learn more review our Benefits page at:
This role is eligible to be primarily remote within the United States. However candidates must reside within a reasonable commuting distance to one of our office locations as occasional on-site presence may be required for team meetings training sessions or company events.
#LI-Remote
At this time we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States (or (applicable country) on a full-time basis without the need for current or future immigration sponsorship.
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .
Required Experience:
IC
Employment Type
Full-Time
