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 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.

Summary

We’re looking for someone who enjoys working with data and solving problems. You’ll be part of a team that looks at IT issues and trends to help prevent future problems. If you have experience using Power BI for reporting and ServiceNow for managing IT services, this could be a great fit.

What You’ll Do

Study data from incidents, problems, and changes to find patterns and repeated issues.

Create easy-to-understand dashboards and reports using Power BI.

Work with different teams to understand the data and suggest improvements.

Share your findings with managers and other stakeholders.

Use ServiceNow to track problems, find root causes, and help fix them.

Help technical teams put preventive solutions in place.

Support ongoing efforts to improve IT services using data insights.

Facilitates the service transition process by maintaining the product catalogue in line with current business requirements.

Participates in the continual service improvement process by providing feedback concerning their role and key data points to enhance existing process and service in line with enterprise policy.

What We’re Looking For

At least 3 years of experience in IT service management or data analysis.

Good knowledge of Power BI for building reports and dashboards.

Hands-on experience with JIRA / ServiceNow, especially for incident and problem tracking.

Strong analytical and problem-solving skills.

Excellent communication skills and ability to work with different teams.

Excellent communication and stakeholder management abilities.

Nice to Have

Minimum Qualification

Bachelor's Degree

Relevant Experience or Degree in : 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 3 Years Relevant Exp

ITIL Foundation certification.

Experience with automation or scripting in JIRA / ServiceNow.

Familiarity with other tools like Excel, SQL, or Python.