Job 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?

• Establishes a positive rapport with the client(s) to develop and maintain technical relationships with peers within the client's organization, analyzes the client's business, objectives and expectations, and acts as go-to person on all aspects of services and support for respective relationships.
• Evaluates the client's business requirements, estimates effort, and guides the client to utilize standard solutions while maximizing revenue. Evaluations are typically change requests of limited complexity that require knowledge of client's business (e.g. client move from magstripe to chip card). Understands card business/transaction processing/payment schemes. Occasionally supports higher level analysts on sub-components of major initiatives.
• Converts the client's business requirements into detailed technical specifications, presenting them internally and externally while securing requirement sign-off. Formulates technical scenarios for Custodians.
• Supports business in presenting Global Payments and Global Payments' solutions and services, with the objective to generate revenue by meeting with non-management client representatives to demo products and services covered under the clients subscription agreement, but not currently being utilized. Complexity of the requirement or client will typically be lower for this level, e.g. fewer/single country focused, fewer projects running concurrently, fewer cards supported.
• Acts as point of contact.
• Documents and maintains the client's system environments by keeping records of client functionality, environment and client specific documentation while providing to more senior levels for review.
• Performs routine release management (typically limited in complexity due to Schemes supported and concurrent projects) 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.
• Executes simple to medium complex project/development work plans and revises them as appropriate to meet changing needs and requirements.
• Acts as 24x7 first line Service Desk support, performs severity assessment and assigns severity level, 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 4 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, proven experience in writing and analyzing Prime Licensing code
• IT Infrastructure Library (ITIL) and/or Project Management Professional (PMP) or equivalent 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.
• Programming - Proven experience in writing and analyzing PRIME Licensing code
• 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 - Good understanding of the 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