Application Support Analyst III

Description
Who we are:
Global Payments is a world leader in financial technology and software solutions. We are committed to exemplary service to our employees, customers and communities. Driven by passion to provide great experiences we bring our expertise and global perspective to vertical software markets and integrated commerce.

Comprising leading service providers like Ezidebit, eWAY, Storman and Sentral Education, the Global Payments Australia & New Zealand (GPAU/NZ) family delivers a broad range of technology solutions that help all-sized businesses innovate and grow. We bring the power of software and complexity of payments together and make it simple. We have extraordinary ambition and the courage to shape the market. To achieve this, we focus on getting better: every person, every interaction, every day. Our people make a difference and move us forward. Partnering with our customers to create great experiences means everything to us.

Purpose of the Role:
The Application Support Analyst is responsible for Level 2 Application and Technical Support of Global Payments production applications and services. This role will have a particular focus on acquiring and scheme related transactional support activities, among other highly integrated payment support systems and processes. As a member of the Application Support Team, the role will assist with diagnosis, remediation and resolution of production issues, liaising with internal Client Support, IT Operations and Development teams where necessary. The role will also involve engaging external schemes and technology partners to support high volume transactions systems.

Responsibilities:
Develop and maintain a strong understanding of GlobalPayments clients, web facing and internal applications and how to support them Provide support to software partners, software developers and integrated clients to resolve integration related problems, assist in technical upgrades and service migrations Provide support to API's, Routing and Payment Gateway Services that are cloud based Ensure the timely setup & configuration management of new clients during onboarding activities Ensure the overall stability, accuracy, integrity of integrated payment systems and processes Respond, investigate and resolve application support issues in line with agreed SLAs Ensure the delivery of enhancements, hotfixes and patches are deployed without client impact Monitor status of client requests and escalate to functional managers when required Provide support to internal users by providing reporting, back end data changes and resolving functional issues on the platforms Assist in the testing of application releases and software deployments Provide stewardship of critical and escalated client issues in collaboration with support teams Act as first responder to critical alerts, incidents and assist the Incident Managers with resolution of major production issues Documenting and improving existing processes and help maintain system documentation and procedures Ensure clients and internal teams are informed of issue resolution status and software release(s) Maintain good working relationships with technical stakeholders within software partners, integrated clients and inside the business Provide guidance, support and training to other Support Analysts to ensure knowledge handover from projects and supportability of new products and services within the team Provision of after hours on-call support on rotation (as required) Other duties as reasonably requested by Global Payments

In addition to the duties listed above all staff are expected to:

Respect and abide by the vision, mission and values of the organization; Ensure that their conduct is consistent with provisions of the Code of Ethics and Conduct; Comply with the provisions of relevant policies and procedures including the company's Information Security policy; Comply with the provisions of Workplace Health and Safety framework including policies, procedures and safe work systems that relate to their role, program area or the company as a whole. Information and training will be provided to successful candidates; Comply with relevant legislative requirements including requirements under the company's Australian Financial Services License; Carry out general administrative functions related to their role and to the effective and efficient functioning of the company as a whole. This will include the use of computer-based calendar and information management systems.

Induction training relating to policy and procedures, workplace health and safety and administrative systems will be provided to successful candidates on appointment. Additional training in relation to IT systems and software will also be provided to successful candidates where necessary.

Selection Criteria:
Essential Skills And Experience
Tertiary Qualification in Information Technology or equivalent 3 years commercial experience in general IT Knowledge of DBMS technologies such as Oracle/Microsoft SQL Server Experience with PL/SQL programming Ability to acquire a broad understanding of integration architectures and APIs Knowledge and/or experience with XML, SOAP, REST, Web Services Knowledge of the software development lifecycle and ITIL practices Prior exposure to high volume transactional environment Strong attention to detail Process analysis, problem solving and troubleshooting skills Relationship management Exposure to enterprise software solutions would be advantageous

Desirable Skills and Experience:
Experience with Payments, EFTPOS systems or Payment Terminal systems. Cloud based technologies such as AWS and Azure Knowledge of other programming / frameworks such as .NET, C# Monitoring and Alerting Tools like Newrelic, Opsgenie, Sumologic.. Experience working in Agile/Scrum methodologies Salesforce - General Administration