Business Technical Services Analyst

Job title:

Company:

Square One Resources Sp. z o.o.

Job description

Occasionally acts as 24×7 first line Service Desk support, as requested, and monitors adherence to Service Desk SLAs (Service Level Agreements).

Required on-call support for issues (on a rotating schedule)

Working schedule would coincide with US hours to start

o Poland 2:00pm – 10:00pm (8 hrs) = 8:00am – 4:00pm ESTBusiness Technical Services AnalystYour responsibilities

Maintains knowledge of an assigned set of clients in terms of their business and their solutions/configuration.
Provides technical support to assigned clients and their respective Business Account/Relationship Managers, including: ensuring the client is serviced as per Service Level Agreement in all respects and to serve as a single point of governance and technical escalation
Identifying revenue generating opportunities, documenting requirements and proposing solutions that maximize Global Payments’ revenue while providing Business Technical Support until closure.
What Part Will You Play?
Learns to establish a positive rapport with the client(s) to develop and maintain long-term relationships, to understand the client’s business, their objectives and expectations, and to gain experience in acting as go-to person on all aspects of services and support for assigned relationships.
Assists in the evaluation process of the client’s business requirements, effort estimation, and guiding the client to utilize standard solutions while maximizing revenue. Supports higher level analysts on sub-components of major initiatives.
Participates in converting the client’s business requirements into detailed technical specifications and learns how to present them internally and externally while securing requirement sign-off.
Gains and maintains knowledge of how to identify critical business impact issues from Service Desk.
Assists with documents and maintenance to the clients’ system environments by keeping records of client functionality, environment, and client specific documentation while providing to more senior levels for review and feedback.
Participates in release management between Service Desk, Compliance and Project as well as client activities such as Payment Card Industry audits and internal projects, ensuring that code release doesn’t negatively impact client operations.
Takes part in execution of simple project/development work plans and learns to revise them as appropriate to meet changing needs and requirements.
Occasionally acts as 24×7 first line Service Desk support, as requested, and monitors adherence to Service Desk SLAs (Service Level Agreements).

Our requirements

Bachelor’s Degree – in Information Technology or related field
Typically Minimum 1-2 Years Relevant Exp
Experience in analysis, issue resolution, problem solving, detail oriented, as well as the ability to troubleshoot errors with clients
Experience working with APIs and supporting real time communications
Ability to take technical information and make it business friendly
Required on-call support for issues (on a rotating schedule)
Working schedule would coincide with US hours to start
o Poland 2:00pm – 10:00pm (8 hrs) = 8:00am – 4:00pm EST
Basic Programming and analysis of financial services software a plus
Credit card knowledge and experience a plus
Experience with using Postman or other API platform UI tools a plus
Basic Programming and analysis of financial services software a plus
Credit card knowledge and experience a plus
Experience with using Postman or other API platform UI tools a plus
Master’s Degree – In Information Technology or related field
Including experience in financial services software and solutions programming, installation, certification, issue resolution, business, requirements gathering, technical design, technical presentation, experience in writing and analyzing
Prime Licensing code a plus
IT Infrastructure Library (ITIL) and/or Project Management Professional (PMP) or equivalent certification a plus
Programming – Good database development skills in Oracle PL/SQL a plus
Good programming skills in C, C++, ANSI C or VB.NET, ASP.NET and Microsoft Visual Studio a plus
Knowledge of UNIX/Linux Operating Systems a plus