Application Support

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.

**ABOUT GLOBAL PAYMENTS**:
Whether you’re a merchant accepting payments, a bank issuing cards or a developer embedding payment technology, if it has anything to do with commerce, we’re **_Already on it_** That’s why 5m+ customers and 7k+ software partners around the world rely on Global Payments to handle more than 73b transactions every year.

Through local expertise and global scale, at **Global Payments we** deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, Sentral, Pigeonhole Software and Storman.

These brands are anchored by Global Payments, a Fortune 500® brand and commerce leader powering millions of companies around the world, from ambitious startups to enterprise giants.

We make a positive impact on our customers and communities through our values of **Passion, Care, Accountability, Excellence and Ingenuity**.

Underpinning our values is our commitment to Diversity, Equity and Inclusion, woven into our cultural DNA through a multi-year Oceania program focused on two core pillars of action - **Reconciliation and Gender Equity**.

As pioneers within the Australia and New Zealand payments landscape, **Eway** is a leading business-to-business ecommerce provider and **Ezidebit** a digital recurring business-to-consumer payments processing platform.

**ABOUT THE ROLE**

transaction systems.

**SALARY**
- The salary range for this role is $120,000 to $130,000 + superannuation.

**RESPONSIBILITIES**
- Develop and maintain a strong understanding of Global Payments clients, web facing and
- Provide support to software partners, software developers and integrated clients to resolve
- integration related problems, assist in technical upgrades and service migrations
- Provide support to API’s, Routing and Payment Gateway Services that are cloud based
- Oversee System uptime, incident response and operational excellence
- Ensure the timely setup & configuration management of new clients during onboarding
- activities
- Ensure the overall stability, accuracy, integrity of integrated payment systems and processes
- Ensure the delivery of enhancements, hotfixes and patches are deployed without client impact
- Monitor status of client requests and escalate to functional managers when required
- Provide support to internal users by providing reporting, back end data changes and resolving
- functional issues on the platforms
- Provide stewardship of critical and escalated client issues in collaboration with support teams
- resolution of major production issues
- Documenting and improving existing processes and help maintain system documentation and
- procedures
- Ensure clients and internal teams are informed of issue resolution status and software release(s)
- Maintain good working relationships with technical stakeholders within software partners,
- integrated clients and inside the business
- Provide guidance, support and training to other Support Analysts to ensure knowledge
- handover from projects and supportability of new products and services within the team
- Provision of after hours on-call support on rotation (as required)
- Other duties as reasonably requested by Global Payments

**Essential Skills and Experience**
- lead role.
- Experience in Payment Technologies or high volume transactional environment
- Confident in managing global support models and cross regional coordination
- Tertiary Qualification in Information Technology or equivalent
- Knowledge of DBMS technologies such as Oracle/Microsoft SQL Server Experience with PL/SQL programming
- Ability to acquire a broad understanding of integration architectures and APIs
- Knowledge and/or experience with XML, SOAP, REST, Web Services
- Knowledge of the software development lifecycle and ITIL practices
- Strong attention to detail
- Process analysis, problem solving and troubleshooting skills
- Relationship management
- Exposure to enterprise software solutions would be advantageous

**Desirable Skills and Experience**:

- Cloud based technologies such as AWS and Azure
- Knowledge of other programming / frameworks such as.NET, C#
- Monitoring and Alerting Tools like Newrelic, Opsgenie, Sumologic..
- Experience working in Agile/Scrum methodologies
- Salesforce - General Administration

**OUR BENEFITS**

**Join a leading global technology brand that offers benefits you’ll actually value, including**:

- Flexible work arrangements that sup