IT Service & Incident Analyst at Global Payments

Warsaw, Masovian Voivodeship, Poland

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Payments, FinTech, Financial ServicesIndustries

Requirements

Bachelor's Degree (Major in Computer Science strongly preferred; other majors considered; willing to accept additional experience in lieu of a degree)
Typically minimum 2 years relevant experience with various technologies and IT Services
ITIL Foundations (current version) certification (preferred)

Responsibilities

Perform Incident Management, Change Management, and/or Problem Management activities to provide value to customers
Collaborate with internal technical resources for incident and problem management, responding to issues with actual or potential impact to client service
Ensure determination of root cause and resolution of incidents within appropriate timescales
Create and manage post-incident analysis, trends, reports, metrics, action recommendations, and tracking
Drive the change process with minimal impact to client service
Enter and participate in scope and impact evaluation of incidents into corporate ticketing system and Incident Tracking System; document status and resolution
Annotate steps taken to reach incident milestones for a technical timeline and 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 internal technical and business teams in incident resolution and action plan identification; provide technical feedback for communications
Assess incident criteria to determine need for formal root cause analysis; collaborate on root cause determination and provide written incident reports within SLA/OLA timelines
Provide problem management action plans within appropriate timescales; escalate as needed
Assist Senior Analysts with trend analysis, action recommendations, and action tracking
Ensure change activities follow appropriate processes for planning and authorization; align supplier change processes to client contractual requirements
Champion and support change management function, ensuring compliance with standard methods, processes, and procedures
Facilitate service transition by maintaining product catalogue in line with business requirements
Participate in continual service improvement by providing feedback on role and key data points
Occasionally act as 24x7 first line Service Desk support