Senior Partner Support Analyst is responsible for troubleshooting and resolution of partner specific issues and escalations by acting as the liaison between the Partner, Account Managers and various IT and operational groups. Senior Partner Support Analyst will also be an integral part of new partner launches by facilitating partner connectivity, conducting pre-launch end to end testing and post launch testing.
PSA works closely with Business Support Managers to gain in-depth understanding of issues and support team to full resolution. PSA will have an in-depth understanding of partner systems and how they integrate with internal systems.
Provide second level partner support for major strategic partners. identify, analyze, troubleshoot all partner incidents in a timely manner. Must be flexible as support requests can come from multiple sources (directly from Partners, Account Manager, GD partners and Retailers)
Ensure all support incidents are logged, tracked, and resolved in the incident management tool (Jira).
Assist with documentation of process flows and system specifications
Reach out to Partner/Retailers to communicate back status of issues and follow up until issue or research is resolved.
Coordination with off-shore support team to ensure any issues being worked on are transitioned during non-business hours.
Manage and monitor trends related to partner API and application issues. Communicate with GD internal stakeholders and partners regarding any uptick in error responses.
Supports partner integration testing and post production testing of new Partners and new products as needed.
Act as back up for other Partner Support Analysts/team members and be the right hand support for Senior Manager of Partner support
Minimum of 5 years professional experience in an IT environment.
Minimum of 2 years professional experience supporting multiple applications/systems.
Bachelor's degree in computer science or related field, or equivalent work experience
Ability to manage multiple tasks and priorities in a dynamic environment.
Ability to communicate effectively, verbally and in writing, with technical, business, and management staff.
Excellent interpersonal skills with the ability to develop cohesive working relationships with internal and external clients.
Demonstrated ability to collaborate with all levels of the organization in a professional manner.
Strong service & results orientation.
Flexibility to adapt to change and willing to learn and develop new skill sets as applicable.
Use of incident management logging/tracking systems (preferably Jira).
Good knowledge and understanding of supporting client/server, Application Programming Interfaces and Web based applications.
Strong SQL knowledge and Splunk experience desired
Knowledge of partner API and Disbursements a major plus
Experience with SQL Query Analyzer and related tools, MS Word, Excel, and Visio.