Service Delivery Specialist, Problem Management - София

Описание

Paysafe Limited (“Paysafe”) (NYSE:PSFE) (PSFE.WS) is a leading specialized payments platform. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of US $92 billion in 2020, and approximately 3,400 employees located in 12+ global locations, Paysafe connects businesses and consumers across 70 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments.

Further information is available at www.paysafe.com.

Paysafe has undergone tremendous growth over the past few years. With the acquisition of new technologies across Europe and North America, we have built a very strong portfolio of financial offerings. To effectively manage all the moving parts of our business, we are looking for a hands on Service Delivery Specialist (Problem Management) to join our ITSM & Governance team with a strong focus on ITIL Problem Management. This person will have oversight for Paysafe's Problem Management practice, working closely with Incident Management, Change Enablement and other ITSM practises globally.

What you will do:

• Support the day-to-day Problem Management operational process for all business units with an emphasis on Payment Processing/DW/eCash (divisional focus)
• Lead the preparation and delivery of Root Cause analysis (RCA) reports
• Promote the adoption and adherence to the global Problem Management practice and support continual service improvement efforts
• Coordinate, standardize, and lead all ITIL Problem Management activities ensuring root cause is identified, mitigate and track other improvements until completion
• Proactively detect and prevent future problems/incidents and initiate the Problem Management practise to allow quicker diagnosis and resolution
• Prepare statistics, KPI and trend reports for use in the Problem Management practice
• Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
• Coordinate, convene and facilitate problem review meetings to ensure improvement actions are completed in a timely manner
• Raise any technology risks to IT Governance Risk & compliance departement
• Ensure recurring incident resolution is addressed with urgency
• Manage and maintain information stored in the problem database
• Maintain a comprehensive understanding of all aspects of product delivery and operations
• Accountable for the formal closure of all Problem records for their support area
• Attend Post Mortem meetings and work closely with Monitoring and Incident Management team

To be successful you need to have:

• University degree in IT, business or equivalent field of study
• Experience of working in a complex environment
• Experience of call management in an IT Service environment
• Strong understanding and demonstration of Service Management
• Strong influencing skills
• Minimum of 3 years’ experience in IT service operations, service delivery or service management
• ITIL Foundation certified as minumum (v3 or v4). Preferable intermediate ITIL certified
• Accreditation in any of the following disciplines: Problem Management, Incident Management, Change & Configuration Management
• Knowledge of operational tools and systems (Service Now, Jira, Confluence, Office 365)
• Strong communication and interpersonal skills. You can build strong and fruitful relationships with staff members, internal stakeholders and external parties
• Strong problem-solving capabilities, analytical, efficient and a quick thinker
• Excellent English reading and writing skills
• Ability to work with geographically dispersed teams
• Experience in payment processing or digital wallet industry an asset
• Passion towards getting work done in a professional and timely manner
• Ability to prioritize complex tasks
• Embrace change and thrive in a complex, ever-changing environment
• Positive, thoughtful and ‘make it happen’ personality

We offer in return

• The opportunity to write the history of a leading and growing multinational company
• Tailor-made training and ongoing development to help you enhance your skills in the field of online payments
• Multiple career progression opportunities in a dynamic in-house business
• Environment where product expertise, professional and personal commitment are rewarded
• Competitive remuneration and social benefits package (25 days annual paid leave, health insurance, sports card, team events, company discounts, variety of soft skills, business and technical training programs)
• Fun and collaborative working atmosphere
• One of the top 10 best designed offices in the world

Only shortlisted candidates will be contacted.

Equal Employment Opportunity
Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

90, Tsarigradsko Shose blvd., 1784 Sofia

Дата:

31.08.2021

Организация:

Paysafe Bulgaria EOOD
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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