Business Technical Services Analyst Senior
This role provides technical support to assigned clients and their Business Account/Relationship Managers, ensuring service is delivered per the Service Level Agreement and acting as a single point of governance and technical escalation. The position also identifies revenue opportunities, documents requirements, proposes solutions to maximize Global Payments' revenue, and provides business technical support until closure.
What Part Will You Play?
* Establishes a positive rapport with client stakeholders to develop and maintain technical relationships, analyzes the client’s business objectives and expectations, and acts as the go-to person for services and support for the respective relationships.
* Evaluates client business requirements, estimates effort, guides the client to utilize standard solutions while maximizing revenue; handles change requests of limited complexity and understands card business/transaction processing/payment schemes. May support higher-level analysts on sub-components of major initiatives.
* Converts business requirements into detailed technical specifications, presents them internally and externally, and secures requirement sign-off. Formulates technical scenarios for Custodians.
* Supports the business in presenting Global Payments solutions and services to generate revenue, including demos of products and services under the client’s subscription agreement that are not currently utilized.
* Acts as the point of contact for assigned clients.
* Documents and maintains client system environments, recording client functionality, environment, and client-specific documentation for review by senior levels.
* Performs routine release management between Service Desk, Compliance, and Project teams, ensuring releases do not adversely impact client operations.
* Executes simple to medium complex project/development work plans and revises them as needed to meet changing requirements.
* Provides 24x7 first-line Service Desk support, performs severity assessment, assigns severity levels, and monitors adherence to Service Desk SLAs.
What Are We Looking For in This Role?
Minimum Qualifications
* Bachelor’s Degree (Information Technology or related field)
* Typically minimum 4 years of relevant experience
* 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 of relevant experience
* Experience in financial services software and solutions programming, installation, certification, issue resolution, business requirements gathering, technical design, and technical presentation; proven experience in writing and analyzing PRIME Licensing code
* ITIL and/or PMP or equivalent certification
What Are Our Desired Skills and Capabilities?
* Seasoned professional with full understanding of area of specialization; capable of resolving a wide range of issues creatively.
* Ability to work on problems of diverse scope, exercise good judgment, and network with senior personnel in own area of expertise.
* Usually operates with little instruction on day-to-day work and receives general instructions on new assignments.
* Programming experience in PRIME Licensing code; strong database development skills in Oracle PL/SQL; programming in C, C++, VB.NET/ASP.NET; familiarity with UNIX/Linux
* Good understanding of bankcard business requirements and process flows
* English language proficiency; CIS and Brazil language skills are advantageous where relevant
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Financial Services
* IT Services and IT Consulting
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