Service Delivery Analyst

Global Payments • Full-time • Remote • 2w ago

What Part Will You Play?
- Continues education of the industry, system, module and product, and uses that information to inform the client.
- Partner with commercial, management, technical and business leads to build cross functional teams in support of client’s needs and advocate for the client.
- Reacts to moderately complex client inquiries and conducts research to solve issues within established guidelines. Continues knowledge transfer for resolving client (and multi-client) issues in accordance with the Issue Resolution Methodology. Includes clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions and proposing communication of the resolution to the client. Assigned as contact with the client to either resolve client’s issue or propose definition of client’s problem for subsequent action.
- Participates in the calls with technical, account management, vendors and/or the client when necessary, and updates issue tracking systems, while keeping the client informed. Manage weekly core team stand-ups with peers (SDA’s, PMs, etc) and host a client Monthly Operational Review to discuss prior performance and gain insights into future capacity. As needed, develop and execute a client service improvement plan.
- Evaluate internal and external engagement models, processes, communications, and service failures. Identify trends and execute on improvement opportunities, modernize processes, and enhance our client engagements.
- Begins to analyze and evaluate client initiated changes, including options maintenance requests, through client consultation about best practices and internal research. Performs maintenance on accounts. Verifies system changes made and ensures the outcome is accurate.
- Evaluate incident related trends and operational inefficiencies which are, or could become, impactful to revenue and advocate for solutions.
- Builds client relationships through accurate and timely communication. Establishes credibility through knowledge of systems and product functionality. Understands clients' business needs and objectives and identifies opportunities to promote new products and services.
- Interprets basic technical client issues and project requests. Monitors root cause analysis and technical changes needed. Translates for internal teams and stakeholders. Advocates for the client within Global Payments while striving to meet the needs of both parties.
- Develops functional requirements and specifications to support client customization or system changes.

What Are We Looking For in This Role?

Minimum Qualifications

Bachelor's Degree or a minimum of 2 years related experience
Includes consulting with clients to meet business needs
Technical Skills: Knowledge of IT service management tools, hardware, software, and systems.
Analytical & Problem-Solving: Strong ability to analyze complex situations, identify root causes, and develop effective solutions.
Communication: Excellent written and verbal communication skills to explain technical details to users and management.
Teamwork: Ability to collaborate effectively with cross-functional teams.
Attention to Detail: Accuracy and meticulousness in documentation and service delivery

Preferred Qualifications

Typically Minimum 4 Years Relevant Exp
ITIL Foundation certification or equivalent

What Are Our Desired Skills and Capabilities?

Skills / Knowledge - Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
Job Complexity - Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.
Supervision - Normally receives general instructions on routine work, detailed instructions on new projects or assignments.
Problem Solving - Ability to solve problems using experience and good judgment
Effective Communication - Demonstrated effective written and oral communication skills
Technical Aptitude - Ability to understand and communicate technical changes in easy to understand business terms

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