ITSM Compliance Analyst

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. 

The IT Service Management Office team is seeking a high energy ITSM Compliance Analyst who is passionate about being a part of a high performing team that builds and governs IT Service Management practices that drive great user and stakeholder experiences and productivity. Our team is a start-up by nature, where we move fast and learn fast. This is a highly collaborative role, where you will assist in leading the work across the ITSM organization and the larger technology enterprise to improve existing practices and define and implement new and emerging ITSM strategies and solutions. This role requires strong strategic thinking, cross group collaboration and a comfort level reporting out to senior leaders.

The ITSM Compliance Analyst will be part of a larger team delivering IT Service Management practice governance for the larger organization, including industry specific audit requirements. Focus on establishing and monitoring process controls and standards for ITSM performance and conformance.  This individual, along with ITSM process owners, will ensure process artifacts driven by the ITSM Framework are available and that ITSM process requirements are being adhered to by stakeholders and end users.

You will get an opportunity to work closely with data and partner with internal teams as well as ITSM tools to continually drive feature and capability improvements. This is a challenge like no other, joining the team from the ground and because of your proximity to your partners and stakeholders; in some cases, the customer will be you. 

The ideal candidate will be a self-driven individual with strong technical acumen, relationship building skills, and understanding our business:

• Demonstrates a growth mindset and takes pride in creating an environment where everyone does their best work and feels empowered to bring their authentic selves

• Passionate about making others successful

• Customer-obsessed with the focus to cut through the noise and build what our stakeholders’ need and not always what they want

• Hungry to succeed i.e. you should be willing to take risks, fail fast (if needed) and try again 

• Excellence in leading partner collaboration across multiple teams both within and outside our organization boundaries

Responsibilities

• Prepare for and facilitate regular ITSM governance discussions that will result in rich, intuitive employee experiences utilizing IT Service Management tools suite and surrounding apps

• Work closely with ITSM process owners to ensure artifacts driven by the ITSM Framework are up to date and available 

• Work with ITSM process owners, internal teams, and stakeholders to ensure ITSM process requirements are being adhered to

• Perform periodic reviews of the ITSM Framework and practices by utilizing established OKRs and KPIs along with performing extensive walk throughs of the ITSM processes

• Establish relationships, influence, and manage dependencies with partners and position our team as contributors to the ITSM practice strategy

• As a member of the IT SMO team, you will use your skills to engage and facilitate strategic discussions

• Thrive in ambiguity and create clarity for IT SMO team

• Deliver success through empowerment and accountability by modeling, coaching, and caring

• Model - Live our culture; Embody our values; Practice and Promote our ITSM principles

• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn

• Care - Champion and advocate for our customers in evolving their experience with ITSM practices and tool suites and the ability to use tools and automation to solve challenges

• Be positive, inclusive, and collaborative so you can do its best work

Qualifications