IT Customer Advocate III

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.

We're looking for an IT customer advocate who brings technical expertise and can translate technology scenarios to business terms. This is a great opportunity for a mid-level IT analyst, project manager, release manager, change manager, or similar role to expand their skills. You'll spend time delving into data and reporting how we performed against top partner expectations, working with IT change control to drive awareness of key changes, and working with our operations center to keep lines of communication open during major incidents. You will oversee root cause analysis and ensure that we continually improve how we serve our partners. Bring your energy and enthusiasm and make a difference!

The primary objectives for a Technical Customer Advocate III are to:

· Analyze the root cause of high severity incidents and summarize findings

· Assess trending patterns to identify chronic problems and recommend solutions

· Coordinate the resolution of corrective actions for high severity and chronic problems

· Track and report on the service level attainment for premier partners

· Serve as a technical liaison for proactive interactions between premier partners and InComm technical teams

· Identify and record continual service improvement opportunities

· Encourage collaborative and resourceful solutions that promote a scalable foundation for InComm service offerings

· Advance the knowledge tracking and continual service improvement abilities of the Customer Advocacy team

· In addition, a Technical Customer Advocate III performs the following tasks:

o Researches and summarizes the impact of service disruptions by producing service level agreement, root cause analysis, and incident investigative reports

o Tracks scheduled maintenance activities and known errors for premier partners

o Identifies opportunities to enhance the collaboration between the InComm account management and IT Operations teams

o Coordinates regular discussions with premier partners and InComm account management teams to review service levels attainment and solutions for outstanding technical concerns

o Serves as an escalation point of contact for operational and technological concerns and inquiries

o Communicates with subject matter experts to gather knowledge of the associated technologies and the partner’s implementation

o Gathers and communicates requirements to the InComm technology teams (such as change, capacity planning, network, monitoring, and enterprise systems)

o Recognizes opportunities to strengthen the overall experience for external partners as they interact with the InComm IT department

o Records best practices based on analysis of success criteria

o Functions seamlessly as a coordinator, technical consultant, and business consultant

o Demonstrates proficiency in problem solving, analytical, critical thinking, and communication skills

o Displays aptitude in technical communication, cross functional collaboration, problem solving and conflict resolution

o Advocates customer advocacy practices across the organization and provides guidance to individuals interested in learning about customer advocacy and continuous service improvement

o Adheres to established design, writing, and graphics style standards

o Prepares and recommend creative solutions for comprehensive knowledge presentation

o Provides peer editing for team members

o Provides regular status and reports progress toward milestones to the Customer Advocacy Manager

o Recommends analysis and coordination techniques for efficient operations of the Customer Advocacy team

o Analyzes and recommends content development tools

o Works with the Continual Improvement Manager to develop analysis and continual service improvement strategies

o Provides guidance and technical direction to team members; mentors less experienced team members

o Additional related duties may be assigned, as required

· Five or more years’ experience in a technical coordination or IT Operations role

· Bachelor’s degree in IT or a relevant field or equivalent work experience required

· ITIL certification at practitioner level or above preferred

· Certification, training in or experience with payment card and healthcare regulations (e.g., PCI, HIPAA) preferred

· Excellent communication skills, both verbal and written, clear, concise, and easily understood by non-technical audiences

· Familiar with IT operations, data processing, and high-level IT infrastructure technologies with ability to understand and translate concepts at an expert level

· Knowledge of information gathering and analysis methodologies and techniques

· Effective coordination across multiple internal functional areas (such as Business, IT Operations, Software Development, Application Support, Infrastructure) and with external partners

· Expertise in leading technical teams to resolutions for chronic issues affecting customers and partners

· Practical experience supporting customer technology requirements

· Proven ability to work independently with little supervision

· Adaptability to learn and apply new knowledge quickly

· Management of time, priorities, and work efforts appropriately across several tasks at an expert level

· Proficient operation of the Microsoft Office (Word, Visio, Outlook), IT service management (ServiceNow), and enterprise monitoring suites (Splunk, Opsview, Solarwinds), and other technical content gathering tools

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.