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Heartland · 6 days ago

Service Delivery Analyst (Client Service Analyst II)

United States

Full-time

Remote

Mid, Senior Level

2+ years exp

Global Payments is a leading company in payment technology and software solutions, seeking a Service Delivery Analyst to enhance client engagement. The role involves managing client inquiries, collaborating with cross-functional teams, and advocating for client needs while ensuring effective communication and service delivery.

Credit CardsPaymentsTransaction Processing

H1B Sponsor Likely

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 solvingEffective communication

Required

Bachelor's Degree or a minimum of 2 years related experience

Includes consulting with clients to meet business needs

Technical Skills: Knowledge of IT service management tools, hardware, software, and systems

Analytical & Problem-Solving: Strong ability to analyze complex situations, identify root causes, and develop effective solutions

Communication: Excellent written and verbal communication skills to explain technical details to users and management

Teamwork: Ability to collaborate effectively with cross-functional teams

Attention to Detail: Accuracy and meticulousness in documentation and service delivery

Preferred

Typically Minimum 4 Years Relevant Exp

ITIL Foundation certification or equivalent

Company

Heartland

Glassdoor3.3

Heartland is a fintech company offering payment processing services and point of sale systems for businesses and educational institutions.

Founded in 1997

Oklahoma City, Oklahoma, USA

1001-5000 employees

https://www.heartland.us

H1B Sponsorship

Heartland has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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Trends of Total Sponsorships

2021 (1)