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Global Payments Inc. · 1 day ago

Service Delivery Analyst

Atlanta, GA

Full-time

Onsite

Mid Level

4+ years exp

Global Payments Inc. is a company focused on delivering effective payment solutions. The Service Delivery Analyst will educate clients on industry systems and products, manage client inquiries, and advocate for client needs by collaborating with various teams to resolve issues and enhance service delivery.

AppsBankingCreditEnterpriseFinanceFinancial ServicesPayments

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