IT Service & Incident Analyst

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

Works to perform a set of activities where specialized roles / functions provide value to customers in the form of Incident Management Change Management and/or Problem Management. Collaborates with internal technical resources for incident and problem management responding to issues with actual or potential impact to client service. Ensures the determination of root cause and resolution of incidents within appropriate timescales. Creates and manages post incident analysis trends reports metrics and action recommendations and tracking. Drives the change process with minimal impact to client service.

What Part Will You Play

• Evaluates the scope and impact of an incident for entry into the corporate ticketing system and Incident Tracking System to document the status and resolution of incidents. Annotates the steps taken to reach incident milestones to come up with a technical timeline within the incident tracking system and close the ticket when service has been restored.
• Engages escalates and communicates notifications as needed to level 3 technical support management and critical incident management. Opens Meet Me Lines (MML) for technical teams to gather and begin working towards a resolution.
• Coordinates and oversees the activities of internal technical and business teams resources in response to and for the resolution of client-impacting issues and resolution of related incidents and problem management action plans within appropriate timescales; escalates as needed. Assesses incident criteria to determine if formal root cause analysis is needed. Collaborates with Technical resources to determine the root cause of an incident and provides a written incident report within the Client SLA/OLA delivery time. Provides trend analysis and action recommendations.
• Provides technical feedback for communication including changes to IT infrastructure and root cause analysis documentation for internal and external clients in line with contractual obligations. Analyzes key data and provides trending reports.
• Ensures all change activities are appropriately planned authorized and executed following relevant internal methods processes and procedures. Executes the emergency change governance with potential and actual impact to client service. Negotiates emergency outages with business owners and clients. Ensures that the companys supplier change processes are aligned with its contractual requirements and obligations to clients.
• Executes and assists in the development of the service transition process by maintaining the product catalogue in line with current business requirements. Works on projects of limited scope ensuring deliverables and requirements are met.
• Coordinates vendor/supplier management support by administering regular governance meetings in accordance with supplier contracts and internal process.
• Executes the continual service improvement process by analyzing key data points internally and creating recommendation options to enhance existing process and service in line with enterprise policy.

What Are We Looking For in This Role

Minimum Qualifications

• Bachelors Degree
• Relevant Experience or Degree in: Typically Experience with various technologies and IT Services. Major in Computer Science strongly preferred other majors considered. Willing to accept additional experience in lieu of a degree.
• Typically Minimum 4 Years Relevant Exp

Preferred Qualifications

• ITIL Foundations (current version) certification

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.

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 .