Associate Operations Analyst
About The Position
The Associate Operations Analyst joins Global Payments’ GNOC team and analyzes system performance to ensure optimal processing efficiency. The role works closely with IT Technical and Application Support teams to identify and resolve processing issues, develops and administers software packages used to analyze system and batch performance, determines and analyzes problems, and executes corrective actions. The analyst creates and maintains analytical reports for technical and business owners, supports Business Continuity activities and conversion/deconversion operations, and communicates with internal and external clients. The position involves 12-hour shifts from 8 a.m. to 8 p.m. ET, Wednesday through Friday and every other Saturday. The analyst supports incident escalation and resolution, change activities, service improvement, automation administration, and efforts to optimize processing run times. Applicants must be authorized to work in the United States without employment-based visa sponsorship now or in the future. Global Payments is an equal opportunity employer and provides reasonable accommodations to qualified individuals with disabilities during hiring and for performing the role’s essential functions. Conditional offers for roles in the United States are subject to a drug test.
Requirements
- Strong customer service experience.
- Strong computer experience.
- Basic network and server exposure.
- Must be authorized to work in the U.S. without employment-based visa sponsorship now or in the future.
Nice To Haves
- Bachelor’s degree in IT or a business-related field.
- Two years of relevant experience, such as QL or DB2.
- Operations experience with CA, BMC, or IBM suite of products.
Responsibilities
- Analyze system performance to ensure optimal processing efficiency.
- Work with IT Technical and Application Support teams to identify and resolve processing issues.
- Develop and administer software packages used to analyze system and batch performance.
- Determine and analyze problems and execute corrective actions.
- Create and maintain analytical reports used by technical and business owners.
- Support Business Continuity activities and conversion/deconversion operations.
- Communicate with internal and external clients.
- Escalate and communicate notifications to level 3 technical support, management, and critical incident management as needed.
- Open and manage bridge calls for technical teams working toward restoration or resolution.
- Provide communications regarding resolution of client-impacting issues and identification of action plans.
- Assess incident criteria to determine whether formal root cause analysis is needed.
- Liaise with internal technical resources and provide technical feedback for communications to internal and external clients.
- Ensure change activities are planned, authorized, and executed according to relevant internal methods, processes, and procedures.
- Participate in continual service improvement by providing feedback to enhance processes and services.
- Assist with administration of automation products, applications, and business processes.
- Help identify tuning opportunities to improve run-time optimization and work with business or application teams to address issues.
- Gather data to maintain ongoing communications and keep internal partners informed of critical issues.
Benefits
- Competitive salary and benefits package.
- Opportunities to grow skills and build a career within a global business.
- Access to learning, development, and on-the-job experiences.
- Supportive, inclusive team environment.
- Time to give back through community and charity initiatives.
- Global employee assistance programme.
- Global platform for recognition of achievements.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
