Global Payments is hiring a Service Delivery Analyst (Client Service Analyst II) to be a key advocate for our clients. You will ensure service delivery excellence by analyzing client needs, facilitating technical solutions, and driving process improvements within our dynamic, passion-driven environment focused on best-in-class payment technology.
What You'll Do
- Educate yourself on industry, system, and product knowledge to serve as a trusted advisor.
- Partner with commercial, management, technical, and business leads to build cross-functional support teams.
- Resolve moderately complex client inquiries and conduct research to solve issues.
- Follow established Issue Resolution Methodology for knowledge transfer and client issue resolution.
- Serve as the primary client contact to resolve issues or define problems for further action.
- Participate in calls with technical teams, account management, vendors, and clients, updating tracking systems.
- Manage weekly core team stand-ups and host client Monthly Operational Reviews.
- Develop and execute client service improvement plans as needed.
- Evaluate engagement models, processes, and communications to identify trends and opportunities.
- Analyze client-initiated changes and options maintenance requests through consultation.
- Perform account maintenance and verify system changes for accuracy.
- Evaluate incident trends and operational inefficiencies impacting revenue and advocate for solutions.
- Build client relationships through accurate, timely communication and deep product knowledge.
- Understand client business needs to identify opportunities for promoting new products or services.
- Interpret basic technical client issues and project requests, monitoring root cause analysis.
- Advocate for the client within Global Payments while balancing company needs.
- Develop functional requirements and specifications to support client customization or system changes.
What We're Looking For
- Bachelor's Degree OR a minimum of 2 years of related experience.
- Experience consulting with clients to meet business needs.
- Knowledge of IT service management tools, hardware, software, and systems.
- Strong analytical and problem-solving skills to analyze complex situations and develop solutions.
- Excellent written and verbal communication skills to explain technical details.
- Ability to collaborate effectively with cross-functional teams.
- Accuracy and meticulousness in documentation and service delivery.
Nice to Have
- Minimum 4 Years of relevant experience.
- ITIL Foundation certification or equivalent.
Team & Environment
You will work with cross-functional teams including peers (SDAs, PMs), technical leads, account management, vendors, and clients in a dynamic environment focused on making a mark on the payments technology landscape.
Global Payments Inc. is an equal opportunity employer.
