Service Level Specialist

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.Â**Summary of This Role**:Consults with internal/external customers to produce, analyze and present performance reporting for adherence to client service level agreements and other key business reporting areas. Develops statistical analysis and subsequent reporting and recommendations. Responsible for facilitating groups of internal and external customers, creating and presenting monthly business performance documents. Works with Sales and Legal departments in achieving the strategic negotiation of contracts. Assists in developing pro-forma statements based on existing trends and performance levels. Develops software-tracking databases as needed. Creating additional performance documentation to include Issues Reporting, Statements, Transmissions, Batch Processing and Dashboard Reports.**What Part Will You Play?**:- Develops and executes performance reports of company platforms/products for monitoring of Service Level Agreement (SLA) adherence to include: daily (e.g. transmissions, cards/plastics, statements, authorizations, production/verification Issue Resolution Methodology (IRM), etc.); weekly (e.g. change control, matrix score cards, client portal, etc.); monthly (e.g. reconciliation, client dashboard, cards/plastics, etc.); quarterly (business/executive reviews); project reports; and change control reporting (e.g. analysis, change database ownership, etc.). Determines the impact to standards as defined in each Client Subscriber's Agreement to include accuracy, availability, timeliness, etc. Updates and maintains existing databases that are used for Service Level Agreement (SLA) reporting (e.g. plastics, statements, response time, etc.) as directed. Demonstrates working knowledge of simple to complex Client Service Agreement (SLA contract) language by performing subsequent reporting/client communication requirements; system performance and outage/maintenance information. Gathers and determines requirements necessary to develop client-specific ad hoc reporting.- Collects/analyzes data to determine the root cause of system failures and develop action plans to meet failed compliance standards in the future.- Communicates with clients daily regarding performance and Service Level Agreement (SLA) conformity and presents performance metrics at monthly meetings.**What Are We Looking For in This Role?**:**Minimum Qualifications**- High School Diploma or Equivalent- Typically Minimum 4 Years Relevant Exp- Technical reporting function**Preferred Qualifications**:- Bachelor's Degree- Business Administration or related field and/or the equivalent of training and experience- Typically Minimum 4 Years Relevant Exp- Previous experience maintaining Service Level Agreements, client relations experience and presentation skills. Experienced in Microsoft Office and Service Manager**What Are Our Desired Skills and Capabilities?**:- Skills / Knowledge - As a skilled specialist, completes tasks in resourceful and effective ways.- Job Complexity - Works on assignments requiring considerable initiative. Understands implications of work and makes recommendations for solutions.- Supervision - Proposes methods and procedures on new assignments. May be informal team leader.- Computer Applications - Highly skilled in Microsoft Office and Service Manager- Communication Skills - Excellent communication skills; strong presentation skillsGlobal Payments Inc. is an equal opportunity employer.**Applicants to roles based in the United States Only**: