Service Catalog Analyst II

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.

The Service Catalog Analyst completes routine tasks for the Service Catalog, a foundational component of IT Service Management. Activities include, but are not limited to, reviewing initial requests for new offerings, preparing for review of existing offerings, maintaining review cycle information, documentation, reviewing disparate systems' content for alignment, data analysis, Metrics/KPIs/CSFs and monthly reporting. This role reports to the Service Catalog Process Owner.

• Performs daily operational processes for with little to no supervision
• Reviews initial new offering request submissions
• Prepares review documents on existing offerings
• Maintains review information within ticketing tool
• Reviews disparate system (ICD/SM) content to identify common offerings
• Provides data analysis identifying Key Performance Indicators (KPIs) not meeting established thresholds and makes recommendations to improve same
• Monitors activities across multiple operational queues
• Participates in meetings with Functional Group Owners and/or Executive Leadership; may facilitate at times
• Tracks submission volumes and data where no offering exists; transfers information to Service Catalog Process Owner for further review
• Provides guidance, advice, and/or training to less experienced staff
• Assists with creating and maintaining and ensuring documentation remains current
• Recommends areas where automation may be possible
• May assist or be responsible for outgoing communications
• Represents Manager/Process Owner when called upon
• Works collaboratively in a team environment with a spirit of cooperation
• Maintains good working relationships in all engagements
• Maintains regular and predictable attendance
• Build relationships with other ITSM team(s) to ensure inter-process activities are well maintained and transition smoothly across the service lifecycle
• Contribute to and executes on roadmap to mature Request Management processes
• Other duties as assigned

• Experience working in an ITIL driven organization
• Comfortable working independently or as part of a Team
• Excellent attention to detail on multiple simultaneous tasks
• Understanding of Metrics, Key Performance Indicators and Critical Success Factors
• Strong communication (written & verbal) skills required, excellent verbal presentation skills
• Background in IT Operations, Research or Process Engineering desired
• Strong mediation and facilitation skills required
• Experience in developing process workflows highly desired
• Must be able to manage, direct and instruct personnel via phone, chat or Meet
• Analytical and problem solving skills are essential
• Demonstrated excellence in Google Workspace
• Knowledge of data mining, relational databases
• Proficient in using standard computer hardware and software systems

• Prior experience in an IT Service Management role
• BS Degree or equivalent experience
• Minimum two years of technical or industry experience
• ITIL v4 Certification

• Skills / Knowledge - Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
• Job Complexity - Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.
• Supervision - Normally receives general instructions on routine work, detailed instructions on new projects or assignments.
• Pro…