Every day, the people of TSYS® and Netspend® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere - and for yourself - we may have the right place for you.
Job Description Summary
Provides front line support in a new relationship implementation and conversion to ensure client functionality is properly selected to meet client's specifications and expectations resulting in a fully successful implementation. Works with business and technical partner to set up and install systems, applications, or devices for clients'/company's technology and business process solutions. Works directly with client to manage initial access, supports map and transfer data, creates required process documents, and coordinates training for client users. Tests and troubleshoots functionality of installed systems; identifies and documents technical issues to be escalated to other product and system integration teams for resolution, where appropriate. Provides feedback based on client experiences to product and professional services teams for product and process improvements. Will work directly with clients on-site or provide implementation support remotely.
What Part Will You Play?
Ensuring client success, driving project requirements and dates, and supporting new business and revenue opportunities
Serves as subject matter expert (SME) while actively participating in scope/discovery meetings to compare/contrast clients' current solutions' offerings and future business needs with our service offerings and functionality. Leads meetings. Proactively offers guidance and recommendations on product/service functionality on items that are not easily deduced from discussions and can only be ascertained through experience and past client configurations and set ups. Analyzes scope documents, advises on non-routine errors and omissions (such as: readily and easily advises clients where incorrect/inconsistent options settings in other module(s) are causing the reported issue (e.g. an issue within the collections module being caused by incorrect settings in the terms module) along with providing a thorough reason and resolution of the issue, or with more complicated products has an understanding of the setting requirements based on the product set in question along with knowledge and skill set required to complete the set up), and utilizes corrected document to preset Options configurations in preparation for future Options selection, test plans, and issue resolution sessions. Leverages understanding of clients' existing functionality in order to properly assess clients in their system parameters decisions.
Provides recommendations and guidance to Data Map team with internal field Options level decision mapping; validates mapping is consistent with client configuration plan. Leverages a strong Data Segment (functionality) knowledge in order to manually perform field level verification for multiple events prior to conversion. Advises/Reviews lower level analysts in the performance of verification. Conducts complex analysis of data, solves problem and makes recommendations for option setup (i.e., data mapping, product features, statements, cards, interfaces) while collaborating with technical teams to document requirements.
Coordinates or Leads production validation testing (such as: statement drops, loyalty/reward updates, etc. for acquiring; end-to-end test transaction, interchange qualification monitoring, reject validation, etc. for Acquiring) to include modifying/creating test cases, creating test data, documenting the results, and resolving or assigning ticket as needed on issues.
Provides recommendations and guidance to junior team members on resolution of issues through data research and advises on direct and indirect impact. Keeps management abreast of situations and gives clear and precise updates to executives, client and team. Conducts and documents lessons learned and possible solutions, helps to format and implement solutions. Reviews updates to the internal metric and dash board tools throughout the implementation process.
Provides preliminary client education on system functionality to include: gathering requirements; preparing documentation; testing and making formal presentations. Monitors and provides functional education for a smooth transition to the long-term support team through education of client and internal resources. Provides recommendations for improvements through transition phase.
May analyze, interpret and develop simple to complex business specifications and logical flowcharts that include features and functions from which programmers can create technical specifications by leveraging system or module knowledge in the design of system screens and database structures, where/when applicable.
What Are We Looking For in This Role?
Willing to accept additional experience in lieu of a degree, TSYS systems or industry related experience strongly preferred.
Typically Minimum 6 Years Related Experience
Experience in business, information systems, or project management related field required.
Experience in system integration, implementations, and conversions preferred.
What Are Our Desired Skills and Capabilities?
Skills / Knowledge - Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. Some barriers to entry exist at this level (e.g., dept/peer review).
Job Complexity - Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise.
Supervision - Determines methods and procedures on new assignments and may coordinate activities of other personnel (Team Lead).
Problem Solving - A seasoned, experienced professional with strong problem solving skills and problem resolution is based on a broad base of business knowledge.
Prioritizing/Multi-tasking - Ability to manage priorities in a matrix managed environment.
Facilitation and Negotiation - Demonstrates the ability to stay on task and lead to results, maintain scope, and negotiate between differing objectives to arrive at consensus within time-frames given.
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US Applicants: TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.
Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process. For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at +1.706.644.8747 or +1.877.644.8747 or email at PayandBenefits@tsys.com.
Outside of US Applicants:
TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.