Associate Business Technical Services 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 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;  meticulously triaging and validating API defects raised in lower regions to distinguish between true system issues and client-side integration challenges;  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.  This includes supporting the analysis and troubleshooting of complex API integration points.  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 understanding of API specifications (e.g., REST, SOAP, JSON, XML) to accurately interpret client issues.

Gains and maintains knowledge of how to identify critical business impact issues from Service Desk,  with a particular focus on identifying and reproducing reported API defects.

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.  May involve validating API functionality post-release and assisting in regression testing.

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 Our Desired Skills and Capabilities?

• Skills / Knowledge  - Developing professional expertise, applies company policies and procedures to resolve a variety of issues.  Proficient in API testing methodologies and tools (e.g., Postman, SoapUI, Swagger) to effectively triage and validate reported defects.
• 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 , and Microsoft Visual Studio. Knowledge of UNIX / Linux Operating Systems.  Familiarity with common API protocols (REST, SOAP) and data formats (JSON, XML).
• Language Skills  - Good knowledge of English, written and verbal.