Overview When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise. InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future. You can learn more about InComm Payments by visiting our Website or connecting with us on LinkedIn, YouTube, Twitter, Facebook, or Instagram. About This Opportunity The Technical Systems Analyst is a highly customer-focused individual that is a critical member of a team that performs Service Management duties such as development, implementation and enforcement of policies, practices, and continuous process improvement. This individual offers mentorship and guidance to their team-mates, participates in Change, Incident and Problem management, escalation management, vendor management, reporting and analysis in support of the IT Operations organization. This individual is responsible for executing InComm’s existing critical incident response operation, with a high sense of urgency. It is a must for the Technical Systems Analyst to effectively communicate through written and verbal methods to both technical resources as well as non-technical senior leaders, multi-task while under pressure to track remediation efforts and restore IT services, and provide effective guidance and mentorship to the team. This individual is a key driver for critical incident restoration, this responsibility includes collaborating and partnering with the entire IT organization to drive action and foster growth. Responsibilities · Combining process management and industry best practices into a standard approach that enables the organization to deliver quality IT services to meet business needs and adhere to service-level agreements (SLAs). · Improving organizational effectiveness. · Document and implement improvements in processes, which may include collaborating cross- functionally with other departments to coordinate the implementation of key solutions. · Assisting vendor relationships and adherence to committed SLAs. · Assisting with documentation, implementation, and testing of Business Continuity plans. · Rotating on-call schedule to provide 24/7 support when applicable. · Act as the escalation point by facilitating Major Incident calls and ensuring all appropriate teams are working to restore failed IT Service(s) as quickly as possible, using defined escalation paths on restoring service in a timely manner. · Remain engaged in the ongoing process of investigating, troubleshooting, and providing resolution to technical issues, ensuring senior leadership is aware of activities being carried out by the team(s). · Quickly develop a comprehensive understanding of the applications and infrastructure within the environment and how they impact external Vendors/Partners, internal users or other lines of business. · Stay informed of production changes that could affect functionality and alerting. · Recommend solutions and influence actions to reduce service disruption impact to end users. · Quickly assessing the severity of service impacts in regards to the business. · Participate in cross-functional post incident process reviews to ensure continuous improvement of operations and execution. · Handle ad hoc requests and take on new procedures as required. · Assists in other areas of the department and company as necessary. Qualifications · Associates, BA or BS degree in Information Technology, related discipline, or equivalent preferred. · Prefer 2+ years of relevant experience. KSA (Knowledge; Skills; Abilities): · Proficient in Microsoft Office suite including Excel, Word, PowerPoint and Outlook. · Background in Splunk is a plus. · Background in SQL is a plus. · Experience in the ITIL process suite and IT Service Management; certifications are a plus. · Superior written and verbal communication skills, with the ability to develop written presentations for senior leadership. · Ability to perform data analysis and observe and document trends. · Ability to work independently and make sound decisions with minimal supervision and direction. · Ability to conduct technical walk-through of data and data movement with business/technology partners. · Ability to meet commitments and manage priorities in a fast-paced environment. · Strong interpersonal skills and ability to lead cross-functional teams. · Proven ability to manage multiple efforts/projects. · Displays attributes of a critical thinker and leverages innovative ideas. · Proficient in gathering, assessing, and organizing data generated from investigative efforts. · Advanced desire to identify issues and problems, generate solutions and choose appropriate alternatives using Root Cause Analysis where problems are more complex. · Experience with IT systems analysis/design. · Experience with business operations strongly preferred. · Experience in the creation of proactive monitoring for various business needs to help identify issues. · Has a passion for service improvement; Able to work under pressure and meet deadlines; Able to demonstrate a high degree of flexibility including shift and out of hours working · Demonstrates strong problem solving, collaboration, and conflict management skills · Analytical thinking skills and detail oriented. InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law. *This position is eligible for the Employee Referral Bonus Program - Tier II #LI-KH1