Business Technical Services Specialist

5 months ago

Kuala Lumpur, Malaysia Global Payments (Beamery) Full time

**Description**:
**Summary of This Role**:
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?**:

- Establishes a positive rapport with the client(s) to develop and maintain long-term relationships with key technical staff (e.g. Senior IT Management), analyzes the client's business, their objectives and expectations at a macro/overall technical level, and acts as go-to person on all aspects of services and support for respective relationships.
- Analyzes evaluation of the client's business requirements, advises on effort estimation, and guides the client to utilize standard solutions while maximizing revenue. Evaluations are typically business changes of moderate complexity that require knowledge of client's business (e.g. client initiation of loan offerings that require an understanding of the clients systems and business and assess impact from the new offering with an ability to research further as required). Freely converses with clients on card business/transaction processing/payment schemes.
- Converts and reviews the converted client's business requirements into detailed technical specifications without support, presenting them internally and externally while securing requirement sign-off. Proposes technical scenarios for Custodians.
- Supports business in presenting Global Payments and Global Payments' solutions and services with the objective to generate revenue by meeting with management client representative to demo products and services covered under the clients subscription agreement but not currently being utilized. Complexity of the requirement or client will typically be moderate for this level based on country focus, concurrent project list, cards supported.
- Acts as single point of governance and client escalation contact. Delegates tasks to Analysts II and Senior, provides regular updates to clients regarding business on progress, and recommends system improvements to core system.
- Reviews documentation, provides recommendations, and maintains the client's system environments by keeping records of client functionality, environment and client specific documentation. Approves documentation as part of project handovers. Works independently without review of own documentation.
- Performs release management (typically of moderate complexity due to multiple Schemes supported and multiple concurrent projects) between Service Desk, Compliance and Project as well as client activities such as Payment Card Industry audits, internal projects, ensuring that code release doesn't negatively impact client operations while mentoring lower level Analysts.
- Executes medium to high complex project/development work plans and revises them as appropriate to meet changing needs and requirements. Recommends best practices regarding execution of simple to medium complexity project/development work plans.
- Acts as 24x7 first line Service Desk support, performs severity assessment and assigns severity level, and monitors adherence to Service Desk SLAs (Service Level Agreements). Together with Service Desk analyze the root cause of identified issues.

**What Are We Looking For in This Role?**:
**Minimum Qualifications**
- Bachelor's Degree
- Relevant Experience or Degree in: Bachelor's degree in Information Technology or related field
- Typically Minimum 6 Years Relevant Exp Experience in analysis, programming and issue analysis of financial services software; proven experience in writing and analyzing Prime Licensing code

**Preferred Qualifications**
- Master's Degree
- In Information Technology or related field
- Typically Minimum 6 Years Relevant Exp
- Including experience in financial services software and solutions programming, installation, certification, issue resolution, business, requirements gathering, technical design, technical presentation
- IT Infrastructure Library (ITIL) and/or Project Management Professional (PMP) or equivalent certification

**What Are Our Desired Skills and Capabilities?**:

- Skills / Knowledge - Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. Some barriers to entry exist at this level (e.g., dept./peer review).
- Job Complexity - Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Network

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