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 1,300 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.
Job Profile Summary
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 - in Information Technology or related field
Typically Minimum 1-2 Years Relevant Exp
Experience in analysis, issue resolution, problem solving, detail oriented, as well as the ability to troubleshoot errors with clients
Experience working with APIs and supporting real time communications
Ability to take technical information and make it business friendly
Required on-call support for issues (on a rotating schedule)
Working schedule would coincide with US hours to start 2:00pm - 10:00pm CET= 8:00am - 4:00 pm EST
Basic Programming and analysis of financial services software a plus
Credit card knowledge and experience a plus
Experience with using Postman or other API platform UI tools a plus
Excellent communication skills
Preferred Qualifications
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 a plus
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.
Bankcard Business Knowledge - Extends knowledge of bankcard business requirements and process flows
Programming - Good database development skills in Oracle PL/SQL a plus
Good programming skills in C, C++, ANSI C or VB.NET, ASP.NET and Microsoft Visual Studio a plus
Knowledge of UNIX/Linux Operating Systems a plus
Language Skills - Advanced knowledge of English, written and verbal (C1 - C2) and intermediate knowledge of Polish (B1-B2)
What will you get from us:
working in a global environment with international market-focused projects
using English language on daily base
private medical care
onboarding training in first days of work – you will get to know our company better
training for employees: with us you will develop your professional and personal potential
lunch pass/Pluxee
multisport cards at preferential prices
possibility to join a group UNUM life insurance
possibility of remote work
fresh fruits every Wednesday and delicious coffee from Praska Palarnia every day
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 [email protected].
Business Technical Services Analyst