Associate Operations Analyst

Global Payments Inc.•Cincinnati, OH

About The Position

Global Payments is seeking an Associate Operations Analyst to join its GNOC team. The role analyzes system performance to support optimal processing efficiency and works with IT Technical and Application Support teams to identify and resolve processing issues. The analyst develops and administers software packages used to analyze system and batch performance, determines and analyzes problems, executes corrective actions, and creates and maintains analytical reports for technical and business owners. The position also supports Business Continuity activities, conversion and deconversion activities, and communication with internal and external clients. The schedule is 12-hour shifts from 8 a.m. to 8 p.m. ET, Sunday through Tuesday, and every other Saturday. The analyst engages and escalates issues to technical support, management, and critical incident management; coordinates bridge calls; supports communication and resolution of client-impacting incidents; and helps identify action plans and root cause analysis needs. The role also supports change management, continual service improvement, automation administration, run-time tuning, and ongoing communication with internal partners. Applicants must be authorized to work in the U.S. without employment-based visa sponsorship, now or in the future. Conditional offers for U.S.-based work are subject to a drug test. Reasonable accommodations are available for qualified individuals with disabilities.

Requirements

Strong customer service experience.
Strong computer experience.
Basic network and server exposure.
Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future.

Nice To Haves

Bachelor's degree.
IT- or business-related study.
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.
Perform problem determination and analysis, and execute corrective actions.
Create and maintain analytical reports for technical and business owners.
Support Business Continuity activities and conversion/deconversion activities.
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 to begin restoration and resolution efforts.
Communicate responses 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 communication to internal and external clients.
Ensure change activities are planned, authorized, and executed according to relevant internal methods, processes, and procedures.
Contribute feedback to continual service improvement.
Assist with administration of automation products, applications, and business processes.
Help identify tuning opportunities to optimize run time and work with business or application teams to remedy issues.
Gather data to maintain communications and keep internal partners informed of critical issues.