Global Communications Specialist

Summary:

Provide 24x7x365 communication support for Company's global infrastructure, focusing on clear, succinct, and informative communications. Responsible for communicating incident status to various audiences, including customers, internal partners, and executives, by collaborating with technical and business contacts. Provide a world-class customer experience and integrate new products into existing B2B support models.

Responsibilities:

• Leverage available communication tools and processes to generate and tailor notifications to respective audiences.
• Effectively support the IT Service Management (ITSM) Incident Management process with internal and external communication.
• Regularly interact with customers and internal partners.
• Responsible for change management, including review, approval, and rejection of different types of changes.

Requirements:

• Associate&rsquos Degree or equivalent work experience.
• Proven ability to collaborate with others in support of products, processes, and problem resolution.
• Experience orchestrating executive-level status calls, providing strategic and tactical updates during major incidents.
• Experience in a high ops tempo, control center environment.

Required Skills:

• Incident Management – 5 to 8 years
• ITIL Process Knowledge – 5 to 8 years
• Stakeholder Communication – 5 years

Preferred Skills:

• Knowledge of the payments model, including Authorization, Clearing, and Settlement.
• Aptitude to learn new products and technology Company may offer in the future.
• Proven experience with driving process improvement, product integration, industrialization of a global support model, and quality.
• Ability to interact with customers, technical teams, and various levels of leadership to articulate key performance indicators and action plans.
• Excellent interpersonal and written & verbal communication skills.
• Superior customer service skills.

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