Application Support Analyst III at Global Payments

Xi'An, Shaanxi, China

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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 providing support to software partners, software developers and integrated clients to resolve integration related problems, assist in technical upgrades and service migrations
Knowledge of API’s, Routing and Payment Gateway Services that are cloud based
Ability to ensure timely setup & configuration management of new clients during onboarding activities
Skills to ensure the overall stability, accuracy, integrity of integrated payment systems and processes
Capability to respond, investigate and resolve application support issues in line with agreed SLAs
Experience with delivery of enhancements, hotfixes and patches deployed without client impact
Proficiency in monitoring status of client requests and escalating to functional managers when required
Ability to provide support to internal users by providing reporting, back end data changes and resolving functional issues on the platforms
Experience assisting in the testing of application releases and software deployments
Skills in providing stewardship of critical and escalated client issues in collaboration with support teams
Ability to act as first responder to critical alerts, incidents and assist Incident Managers with resolution of major production issues
Proficiency in documenting and improving existing processes and maintaining system documentation and procedures
Ability to ensure clients and internal teams are informed of issue resolution status and software release(s)
Strong working relationships with technical stakeholders within software partners, integrated clients and inside the business
Capability to provide guidance, support and training to other Support Analysts to ensure knowledge handover from projects and supportability of new features

Responsibilities

Develop and maintain a strong understanding of GlobalPayments 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
Document and improve 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 features