Application Support Analyst III at Global Payments

Xi'An, Shaanxi, China

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Technology, PaymentsIndustries

Requirements

Strong understanding of Global Payments clients, web facing and internal applications and how to support them
Experience with Level 2 Application and Technical Support, particularly acquiring and scheme related transactional support
Knowledge of API’s, Routing, Payment Gateway Services, and cloud-based systems
Ability to diagnose, remediate, and resolve production issues, liaising with internal teams (Client Support, IT Operations, Development) and external schemes/technology partners
Familiarity with high volume transaction systems and processes

Responsibilities

Develop and maintain a strong understanding of Global Payments clients, web facing and internal applications and how to support them
Provide support to software partners, software developers and integrated clients to resolve integration related problems, assist in technical upgrades and service migrations
Provide support to API’s, Routing and Payment Gateway Services that are cloud based
Ensure the timely setup & configuration management of new clients during onboarding activities
Ensure the overall stability, accuracy, integrity of integrated payment systems and processes
Respond, investigate and resolve application support issues in line with agreed SLAs
Ensure the delivery of enhancements, hotfixes and patches are deployed without client impact
Monitor status of client requests and escalate to functional managers when required
Provide support to internal users by providing reporting, back end data changes and resolving functional issues on the platforms
Assist in the testing of application releases and software deployments
Provide stewardship of critical and escalated client issues in collaboration with support teams
Act as first responder to critical alerts, incidents and assist the Incident Managers with resolution of major production issues
Documenting and improving existing processes and help maintain system documentation and procedures
Ensure clients and internal teams are informed of issue resolution status and software release(s)
Maintain good working relationships with technical stakeholders within software partners, integrated clients and inside the business
Provide guidance, support and training to other Support Analysts to ensure knowledge handover from projects and supportability of new applications

Skills

Key technologies and capabilities for this role

Application SupportLevel 2 SupportTechnical SupportPayment SystemsTransactional SupportDiagnosisRemediationAcquiringScheme Processing

Questions & Answers

Common questions about this position

What is the employment type for this position?

This is a full-time position.

Is this role remote or does it require office work?

This information is not specified in the job description.

What are the main responsibilities of the Application Support Analyst III?

The role involves providing Level 2 support for production applications, diagnosing and resolving issues, supporting API’s, Routing and Payment Gateway Services, ensuring client onboarding, and maintaining system stability in line with SLAs.

What is the company culture like at Global Payments?

Global Payments has a dynamic team driven by passion for success, committed to exemplary service, and focused on getting better every day through people, interactions, and partnering with customers to create great experiences.

What makes a strong candidate for this Application Support Analyst role?

A strong candidate will have experience in application support, particularly with payment systems, APIs, cloud-based services, and the ability to diagnose production issues while liaising with development and operations teams.