Payments Business Support Senior Analyst
NTT Data
- Riverwoods, IL
- Permanent
- Full-time
- L1 & L2 business support for Core Payment Platform application & processes - Payment Authorizations, Disputes, Settlement, e-Wallets and Fraud management.
- Follow standard SOPs to execute business critical payment processes in production.
- Perform active monitoring, follow-up, and resolution of application/transaction/platform health using monitoring solutions like Splunk and proactive Service Now tickets.
- Research and resolve production incidents, change requests, other general enquiries from business users and client account executives.
- Act as an effective liaison between Technology & Business users by seamlessly translating Technology and Business terms between the groups.
- Manage and coordinate with a 24x5 support team offshore which is an extended arm for the onsite functions.
- Provide On call support on a rotational basis over the weekend for critical production incidents.
- Prepare reports (Daily/Monthly/Weekly/Ad hoc) and dashboard for business leaders and senior management.
- Create and maintain knowledge items, project runbook, and training & succession plans.
- Drive Operational and Process efficiency and mitigate business impact through continuous improvement & automation ideas.
- Be a thought leader in ensuring quality of service, exceeding KPI performance and in proactively identifying and resolving business problems.
- Skills
- 5+ years of experience in Financial Services Business Domain specifically working on Payments Platforms with knowledge of but not limited to Payment Authorizations, Disputes, Settlement, e-Wallets, and Fraud management.
- Experienced in using Splunk Dashboard, monitoring and resolving Splunk alerts.
- Experienced in using Service Now for Service Management to be able to successfully handle tickets - Incidents, requests, and problems.
- Experienced in writing stored procedures and querying Database tables - Oracle, SQL, and Mainframe DB2
- Experienced in monitoring batch jobs in Mainframes & Linux environments.
- Experienced in run queries in Snowflake.
- Experienced in using AppD APM in extracting & analyzing transactional data.
- Excellent Verbal and Written communication skills
- Candidates should possess these key capabilities.
- Ability to navigate the organization and collaborate across locations.
- Ability to lead a support team and achieve results through others.
- Ability to build relationships across various levels of the organization.
- Ability to cultivate effective working relationships and empower others.
- Ability to quickly adapt to a changing environment.
- Ability to coach and mentor others, particularly new employees
- Ability to foster innovation, encourage diversity of thought, and incorporate new ideas.
- Strong communication skills, both verbal and written
- Cards and Payments
- ITSM Processes (Incident, Change, Problem, Request, Knowledge)
- Oracle
- L1 or L2 Support