Manager, ITSM Ticketing Platform

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.

Seeking our new Manager of the ITSM tools team in a fast-paced and emerging technology-driven role. Help us build the next generation of tools for Service Management with strategic direction technology refreshes automation and integrations. Work with a team of seasoned and novice administrators to define successful execution strategies including governance frameworks plus analyzing and translating business information and technical requirements into solutions to achieve complex business objectives. The ideal candidate should be familiar with IT Service Management (ITIL) standards and financial industry practices including compliance and security controls. The candidate should have functional and technical knowledge to provide thoughtful leadership in managing all facets of platform management.

This position reports to the Director ITSM Tools in the Global Technology Services (GTS) IT Shared Services (ITSS) organization.

DUTIES AND RESPONSIBILITIES

• Staff management including performance reviews coaching and development of IT professionals who design/develop or acquire/adapt application software. Ability to manage a direct team matrix team contractors and/or consultants with continuous coaching feedback and performance reviews.

• Maintain application stability and growth for Operational Governance services

  • regular system health monitoring and action plans

  • proactive vendor management for service level and upcoming features

  • responsible for activity and progress reports regarding applications systems analysis and programming sections.

• Provides overall direction and guidance to assigned project managers reviews project requests and coordinates schedules/departmental activities.

• Translate business requirements into technical implementation and operational management

• Outage resolution and performance triage across all tools

• Developing standards for and/or adhere to existing standards policies processes procedures governance compliance and security standards

• Maintain good working relationships with vendors partners and suppliers

• Ability to travel including worldwide locations

Minimum Qualifications

• Bachelors degree in Computer Science MIS or similar field and/or equivalent work experience

• 3 years experience with enterprise-class ticketing systems

• 5 years experience in application development or production support

• Experience with ITSM/ITIL methodologies

• Demonstrates leadership with experience in managing people in multiple locations Organizational Change Management leadership skills required.

• Ability to identify and analyze problems quickly recommend and implement flexible creative permanent solutions

• Strong project management skills demonstrates ability to effectively organize and manage multiple tasks as projects ensuring completion to meet deadlines

• Excellent attention to detail on multiple simultaneous tasks

• Strong facilitation and executive communication (written & verbal) skills required excellent verbal presentation skills

• General level knowledge of Windows and Linux operating systems and technologies.

• Solid understanding of technologies that support the services offered

• Willing to learn and apply new technologies and methodologies to improve the technology that supports the services.

• Ability to travel including worldwide locations

Preferred Qualifications:

• Certification in ITSM/ITIL frameworks

• Familiarity with process optimization methodologies (LEAN Six Sigma) and project management (Agile waterfall)

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:
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 .