Manager, ITSM Ticketing Platform

Global Payment Holding Company•Portland, ME

About The Position

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. Seeking our new Manager of the ITSM tools team in a fast-paced and emerging technology-driven role. Help us build the next generation of tools for Service Management with strategic direction, technology refreshes, automation and integrations. Work with a team of seasoned and novice administrators to define successful execution strategies including governance frameworks plus analyzing and translating business information and technical requirements into solutions to achieve complex business objectives. The ideal candidate should be familiar with IT Service Management (ITIL) standards and financial industry practices including compliance and security controls. The candidate should have functional and technical knowledge to provide thoughtful leadership in managing all facets of platform management. This position reports to the Director, ITSM Tools in the Global Technology Services (GTS) IT Shared Services (ITSS) organization.

Requirements

Bachelor’s degree in Computer Science, MIS or similar field, and/or equivalent work experience
3+ years experience with enterprise-class ticketing systems
5+ years experience in application development or production support
Experience with ITSM/ITIL methodologies
Demonstrates leadership with experience in managing people in multiple locations, Organizational Change Management leadership skills required.
Ability to identify and analyze problems quickly, recommend and implement flexible creative permanent solutions
Strong project management skills, demonstrates ability to effectively organize and manage multiple tasks as projects, ensuring completion to meet deadlines
Excellent attention to detail on multiple simultaneous tasks
Strong facilitation and executive communication (written & verbal) skills required, excellent verbal presentation skills
General level knowledge of Windows and Linux operating systems and technologies.
Solid understanding of technologies that support the services offered
Willing to learn and apply new technologies and methodologies to improve the technology that supports the services.
Ability to travel, including worldwide locations

Nice To Haves

Certification in ITSM/ITIL frameworks
Familiarity with process optimization methodologies (LEAN, Six Sigma) and project management (Agile, waterfall)

Responsibilities

Staff management including performance reviews, coaching and development of IT professionals who design/develop or acquire/adapt application software.
Ability to manage a direct team matrix team, contractors and/or consultants with continuous coaching, feedback and performance reviews.
Maintain application stability and growth for Operational Governance services regular system health monitoring and action plans, proactive vendor management for service level and upcoming features, responsible for activity and progress reports regarding applications systems analysis and programming sections.
Provides overall direction and guidance to assigned project managers, reviews project requests, and coordinates schedules/departmental activities.
Translate business requirements into technical implementation and operational management
Outage resolution and performance triage across all tools
Developing standards for and/or adhere to existing standards, policies, processes, procedures, governance, compliance and security standards
Maintain good working relationships with vendors, partners and suppliers
Ability to travel, including worldwide locations

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/

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