Technical Support Analyst Senior

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. 

Controls the lifecycle of all technology changes, enabling beneficial changes to be made with minimum disruption to IT services while maintaining and enforcing the processes and procedures that govern IT Change Management. Applies Enterprise Change Management Process, standard operational procedures, structured methodology, and activities involving technology changes to the production operations environment from inception to completion. Improves the quality of changes by ensuring that a standard methodology is used to handle all changes and control the impact upon the business operations of the organization.

• Performing Change Management daily, weekly, and ad hoc operational checks, and for managing change requests through their lifecycle. 

• Review, decision, perform impact assessment and authorize low risk, business as usual (BAU), change requests to proceed for implementation.

• Review medium and high risk changes for success criteria.

• Prepare CAB agenda

• Evaluate timing of requested work against predefined working time frames to reduce risk to Global Payments team members and clients.

• Confirms successful testing has been completed prior to production implementation

• Confirms change implementation plan, including documentation provided contains accurate detail, post- change implementation validation planning is in place and has been tested in lower environments, remediation plan, communication of change work has gone out to the correct recipients and in the agreed upon/contractual agreement timeframe.

• Perform Post Implementation Review activities to disposition change requests.

• Review Standard Change Tickets for validity of use and successful implementations

• Prepares agenda for Standard Change Review Board

• Provides input for Standard Change categorization

• Works closely with Release Management teams to coordinate and manage Change Requests through all phases of their lifecycle

• Attends Incident and Problem Management meetings

• Review problem/incident management tickets to ensure incidents caused by change are properly vetted and related/linked to the actual change ticket

• Works closely with Incident and Problem management to identify trends and resolve/improve technology change implementations to achieve higher success rates.

• Responsible for meeting with, tracking and completing implementation activities of Edge Business Units/Affiliates transitioning to Enterprise Change Management procedures

• Creates, manages and maintains change status reports and its data

• Coordinate and facilitate monthly scheduled maintenance windows (e.g. create timeline using microsoft project, identify and document correct timeline of events, resources, etc, schedule and chair preparation and post maintenance window meetings, facilitate maintenance windows, review change requests, communications)

• Understanding of change requests

  • High level knowledge engineering team responsibilities.

  • Know and interact with the engineering team leaders.

  • Intermediate understanding of it work completed.

  • Knowledge of change windows for business segments.

  • Knowledge of service impacts when issues occur due to change implementation.

  • High level understanding of change collisions and their possible negative impacts.

  • Update/maintain change windows

Minimum Qualifications

• Bachelor's Degree

• Relevant Experience or Degree in: Information Technology, Business, Operations, Process Improvement or Data Analytics or relevant work experience

• Typically Minimum 4 Years Relevant Exp

• Prior experience working in IT Operations, Infrastructure, Information Security, and/or Software Development ​

• ITIL Foundation Certification

Preferred Qualifications

• Master's Degree in a technical or business discipline

• ITIL v4 Certification

• Experience with CI/CD

• Skills / Knowledge - A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.

• Job Complexity - Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.

• Supervision - Normally receives little instruction on day-to-day work, general instructions on new assignments.

• Experience using IT Service Management tools 

• Knowledge or end user devices, network infrastructure and telecommunications systems and services in a PCI compliant environment.

• Experience with working in a secure environment.  Understanding of the legal issues relating to IS/IT e.g. Data Protection, Freedom of Information and Computer Misuse Acts, international and NA regulations.  

• Ability to build strong working relationships with a variety of stakeholders.  

• Strong customer focus.  

• Good communication and negotiation skills

• Exposure with Agile software development lifecycle

• Exposure to Dev Ops concepts

• Familiar with SaaS/PaaS

Benefits:
Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/ 
     
This role is eligible to be primarily remote within the United States.  However, candidates must reside within a reasonable commuting distance to one of our office locations, as occasional on-site presence may be required for team meetings, training sessions, or company events. 

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At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States (or (applicable country) on a full-time basis without the need for current or future immigration sponsorship.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].