Technical Support Analyst Senior

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Summary of This Role

Controls the lifecycle of all technology changes, enabling beneficial changes to be made with minimum disruption to IT services while maintaining and enforcing the processes and procedures that govern IT Change Management. Applies Enterprise Change Management Process, standard operational procedures, structured methodology, and activities involving technology changes to the production operations environment from inception to completion. Improves the quality of changes by ensuring that a standard methodology is used to handle all changes and control the impact upon the business operations of the organization.

What Part Will You Play?

• Performing Change Management daily, weekly, and ad hoc operational checks, and for managing change requests through their lifecycle. 

• Review, decision, perform impact assessment and authorize low risk, business as usual (BAU), change requests to proceed for implementation.

• Review medium and high risk changes for success criteria.

• Prepare CAB agenda

• Evaluate timing of requested work against predefined working time frames to reduce risk to Global Payments team members and clients.

• Confirms successful testing has been completed prior to production implementation

• Confirms change implementation plan, including documentation provided contains accurate detail, post- change implementation validation planning is in place and has been tested in lower environments, remediation plan, communication of change work has gone out to the correct recipients and in the agreed upon/contractual agreement timeframe.

• Perform Post Implementation Review activities to disposition change requests.

• Review Standard Change Tickets for validity of use and successful implementations

• Prepares agenda for Standard Change Review Board

• Provides input for Standard Change categorization

• Works closely with Release Management teams to coordinate and manage Change Requests through all phases of their lifecycle

• Attends Incident and Problem Management meetings

• Review problem/incident management tickets to ensure incidents caused by change are properly vetted and related/linked to the actual change ticket

• Works closely with Incident and Problem management to identify trends and resolve/improve technology change implementations to achieve higher success rates.

• Responsible for meeting with, tracking and completing implementation activities of Edge Business Units/Affiliates transitioning to Enterprise Change Management procedures

• Creates, manages and maintains change status reports and its data

• Coordinate and facilitate monthly scheduled maintenance windows (e.g. create timeline using microsoft project, identify and document correct timeline of events, resources, etc, schedule and chair preparation and post maintenance window meetings, facilitate maintenance windows, review change requests, communications)

• Understanding of change requests

  • High level knowledge engineering team responsibilities.

  • Know and interact with the engineering team leaders.

  • Intermediate understanding of it work completed.

  • Knowledge of change windows for business segments.

  • Knowledge of service impacts when issues occur due to change implementation.

  • High level understanding of change collisions and their possible negative impacts.

  • Update/maintain change windows

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor's Degree

• Relevant Experience or Degree in: Information Technology, Business, Operations, Process Improvement or Data Analytics or relevant work experienc