Apply on Employer Site

Heartland · 4 weeks ago

Service Delivery Analyst (Client Service Analyst II)

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Global Payments is a leading provider in payment solutions, serving millions of clients across the globe. The Service Delivery Analyst role focuses on enhancing client relationships and resolving complex inquiries while collaborating with various teams to improve service delivery and operational efficiency.

Credit CardsPaymentsTransaction Processing

No H1B

U.S. Citizen Only

Responsibilities

Continues education of the industry, system, module and product, and uses that information to inform the client

Partner with commercial, management, technical and business leads to build cross functional teams in support of client’s needs and advocate for the client

Reacts to moderately complex client inquiries and conducts research to solve issues within established guidelines. Continues knowledge transfer for resolving client (and multi-client) issues in accordance with the Issue Resolution Methodology. Includes clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions and proposing communication of the resolution to the client. Assigned as contact with the client to either resolve client’s issue or propose definition of client’s problem for subsequent action

Participates in the calls with technical, account management, vendors and/or the client when necessary, and updates issue tracking systems, while keeping the client informed. Manage weekly core team stand-ups with peers (SDA’s, PMs, etc) and host a client Monthly Operational Review to discuss prior performance and gain insights into future capacity. As needed, develop and execute a client service improvement plan

Evaluate internal and external engagement models, processes, communications, and service failures. Identify trends and execute on improvement opportunities, modernize processes, and enhance our client engagements

Begins to analyze and evaluate client initiated changes, including options maintenance requests, through client consultation about best practices and internal research. Performs maintenance on accounts. Verifies system changes made and ensures the outcome is accurate

Evaluate incident related trends and operational inefficiencies which are, or could become, impactful to revenue and advocate for solutions

Builds client relationships through accurate and timely communication. Establishes credibility through knowledge of systems and product functionality. Understands clients' business needs and objectives and identifies opportunities to promote new products and services

Interprets basic technical client issues and project requests. Monitors root cause analysis and technical changes needed. Translates for internal teams and stakeholders. Advocates for the client within Global Payments while striving to meet the needs of both parties

Develops functional requirements and specifications to support client customization or system changes

Qualification

IT service management toolsAnalytical skillsCommunication skillsITIL Foundation certificationTeamworkAttention to detailTechnical aptitudeProblem solving