IT Service & Incident Analyst at Global Payments

Warsaw, Masovian Voivodeship, Poland

Apply Now

Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial Services, FinTechIndustries

Requirements

Bachelor's Degree
Relevant experience or degree in various technologies and IT Services
Major in Computer Science strongly preferred (other majors considered)
Willing to accept additional experience in lieu of a degree

Responsibilities

Evaluate the scope and impact of an incident for entry into the corporate ticketing system and Incident Tracking System to document status and resolution
Annotate steps taken to reach incident milestones and create a technical timeline within the incident tracking system; close tickets when service is restored
Engage, escalate, and communicate notifications to level 3 technical support, management, and critical incident management; open Meet Me Lines (MML) for technical teams
Coordinate and oversee activities of internal technical and business teams for resolution of client-impacting issues, incidents, and problem management action plans within appropriate timescales; escalate as needed
Assess incident criteria to determine if formal root cause analysis is needed; collaborate with technical resources to determine root cause and provide written incident reports within Client SLA/OLA delivery time
Provide trend analysis and action recommendations
Provide technical feedback for communication, including changes to IT infrastructure and root cause analysis documentation for internal and external clients in line with contractual obligations
Analyze key data and provide trending reports
Ensure all change activities are appropriately planned, authorized, and executed following relevant internal methods, processes, and procedures
Execute emergency change governance with potential and actual impact to client service; negotiate emergency outages with business owners and clients
Ensure company's supplier change processes align with contractual requirements and obligations to clients
Execute and assist in the development of the service transition process by maintaining the product catalogue in line with current business requirements
Work on projects of limited scope, ensuring deliverables and requirements are met
Coordinate vendor/supplier management support by administering regular governance meetings in accordance with supplier contracts and internal processes
Execute the continual service improvement process by analyzing key data points internally and creating recommendation options to enhance existing processes and services in line with enterprise policy

Skills

Key technologies and capabilities for this role

Incident ManagementChange ManagementProblem ManagementRoot Cause AnalysisTicketing SystemIncident TrackingEscalationTechnical SupportPost Incident AnalysisMetrics Reporting

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment opportunity.

What is the work arrangement or location for this role?

This information is not specified in the job description.

What key skills are required for the IT Service & Incident Analyst role?

The role requires skills in incident management, change management, problem management, root cause analysis, trend analysis, and coordinating technical teams.

What is the company culture like at Global Payments?

The company has a dynamic team driven by passion for success, focused on delivering best-in-class payment technology and software solutions to help companies grow.

What makes a strong candidate for this IT Service & Incident Analyst position?

Strong candidates will have experience in incident, change, and problem management, with the ability to coordinate teams, perform root cause analysis, and ensure resolutions within SLA timelines.