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Summary of This Role
Maintains knowledge of an assigned set of clients in terms of their business and their solutions/configuration. Provides technical support to assigned clients and their respective Business Account/Relationship Managers, including: ensuring the client is serviced as per Service Level Agreement in all respects and to serve as a single point of governance and technical escalation; identifying revenue generating opportunities, documenting requirements and proposing solutions that maximize Global Payments' revenue while providing Business Technical Support until closure.
Summary
Description Summary of This Role
Maintains knowledge of an assigned set of clients in terms of their business and their solutions/configuration. Provides technical support to assigned clients and their respective Business Account/Relationship Managers, including: ensuring the client is serviced as per Service Level Agreement in all respects and to serve as a single point of governance and technical escalation; identifying revenue generating opportunities, documenting requirements and proposing solutions that maximize Global Payments' revenue while providing Business Technical Support until closure.
What Part Will You Play?
* Learns to establish a positive rapport with the client(s) to develop and maintain long-term relationships, to understand the client's business, their objectives and expectations, and to gain experience in acting as go-to person on all aspects of services and support for assigned relationships.
* Assists in the evaluation process of the client's business requirements, effort estimation, and guiding the client to utilize standard solutions while maximizing revenue. Supports higher level analysts on sub-components of major initiatives.
* Participates in converting the client's business requirements into detailed technical specifications and learns how to present them internally and externally while securing requirement sign-off.
* Gains and maintains knowledge of how to identify critical business impact issues from Service Desk.
* Assists with documents and maintenance to the clients' system environments by keeping records of client functionality, environment, and client specific documentation while providing to more senior levels for review and feedback.
* Participates in release management between Service Desk, Compliance and Project as well as client activities such as Payment Card Industry audits and internal projects, ensuring that code release doesn't negatively impact client operations.
* Takes part in execution of simple project/development work plans and learns to revise them as appropriate to meet changing needs and requirements.
* Occasionally acts as 24x7 first line Service Desk support, as requested, and monitors adherence to Service Desk SLAs (Service Level Agreements).
What Are We Looking For in This Role?
Minimum Qualifications
* Bachelor's Degree
* Relevant Experience or Degree in: Bachelor's degree in Information Technology or related field
* Typically Minimum 2 Years Relevant Exp
* Experience in analysis, programming and issue analysis of financial services software
Preferred Qualifications
* Master's Degree
* In Information Technology or related field
* Typically Minimum 6 Years Relevant Exp
* Including experience in financial services software and solutions programming, installation, certification, issue resolution, business, requirements gathering, technical design, technical presentation, experience in writing and analyzing Prime Licensing code a plus
* IT Infrastructure Library (ITIL) and/or Project Management Professional (PMP) or equivalent certification.
What Are Our Desired Skills and Capabilities?
* Skills / Knowledge - Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
* Job Complexity - Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.
* Supervision - Normally receives general instructions on routine work, detailed instructions on new projects or assignments.
* Programming - Good database development skills in Oracle PL/SQL Good programming skills in C, C++, ANSI C or VB.NET, ASP.NET and Microsoft Visual Studio Knowledge of UNIX/Linux Operating Systems
* Bankcard Business Knowledge - Extends knowledge of bankcard business requirements and process flows
* Language Skills - Good knowledge of English, written and verbal and in Commonwealth of Independent States (CIS) and Brazil command of local language. In all other regions, additional client languages an advantage
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Financial Services and IT Services and IT Consulting
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