Service Catalog Analyst II

Global Payments Inc.•Oklahoma City, OK

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. Summary of This Role The Service Catalog Analyst completes routine tasks for the Service Catalog, a foundational component of IT Service Management. Activities include, but are not limited to, reviewing initial requests for new offerings, preparing for review of existing offerings, maintaining review cycle information, documentation, reviewing disparate systems’ content for alignment, data analysis, Metrics/KPIs/CSFs and monthly reporting. This role reports to the Service Catalog Process Owner.

Requirements

Experience working in an ITIL driven organization
Comfortable working independently or as part of a Team
Excellent attention to detail on multiple simultaneous tasks
Understanding of Metrics, Key Performance Indicators and Critical Success Factors
Strong communication (written & verbal) skills required, excellent verbal presentation skills
Background in IT Operations, Research or Process Engineering desired
Strong mediation and facilitation skills required
Experience in developing process workflows highly desired
Must be able to manage, direct and instruct personnel via phone, chat or Meet
Analytical and problem solving skills are essential
Demonstrated excellence in Google Workspace
Knowledge of data mining, relational databases
Proficient in using standard computer hardware and software systems

Nice To Haves

Prior experience in an IT Service Management role
BS Degree or equivalent experience
Minimum two years of technical or industry experience
ITIL v4 Certification

Responsibilities

Performs daily operational processes for with little to no supervision
Reviews initial new offering request submissions
Prepares review documents on existing offerings
Maintains review information within ticketing tool
Reviews disparate system (ICD/SM) content to identify common offerings
Provides data analysis identifying Key Performance Indicators (KPIs) not meeting established thresholds and makes recommendations to improve same
Monitors activities across multiple operational queues
Participates in meetings with Functional Group Owners and/or Executive Leadership; may facilitate at times
Tracks submission volumes and data where no offering exists; transfers information to Service Catalog Process Owner for further review
Provides guidance, advice, and/or training to less experienced staff
Assists with creating and maintaining and ensuring documentation remains current
Recommends areas where automation may be possible
May assist or be responsible for outgoing communications
Represents Manager/Process Owner when called upon
Works collaboratively in a team environment with a spirit of cooperation
Maintains good working relationships in all engagements
Maintains regular and predictable attendance
Build relationships with other ITSM team(s) to ensure inter-process activities are well maintained and transition smoothly across the service lifecycle
Contribute to and executes on roadmap to mature Request Management processes
Other duties as assigned