Senior Helpdesk Escalation Analyst

What We Need

Corpay is currently looking to hire a Senior Helpdesk Escalation Analyst within our Corporate Payments division. This position falls under our Corpay line of business and is located in Brentwood, TN and/or Beaverton, OR.  In this role, you will serve as the primary liaison between Operations, Production Support, and Engineering. This position is responsible for escalating issues that require urgent attention from production support and engineering, communicating to internal business stakeholders on the issue/outage, impact to the business, and progress towards resolution. In addition, this role provides critical reporting back to the business on a weekly, monthly, quarterly, and annual basis on business impacting items (bugs, outages etc.), that empower the business to make improvements to key areas and promote long term health of the organization and enable the business to delight our customers.  A strong level of technical knowledge, ability to engage all levels in an organization, and a keen ability to determine business impact and advocate for and on behalf of the business to drive resolutions. You will report directly to the hiring manager and regularly collaborate with other department/teams as needed.

How We Work

As a Senior Helpdesk Escalation Analyst, you will be expected to work in a hybrid environment. Corpay will set you up for success by providing:

• Assigned workspace in our Beaverton, OR or Brentwood, TN office location
• Company-issued equipment
• Formal, hands-on training

Role Responsibilities

The responsibilities of the role will include:

• Leading and manage the business helpdesk function within Corporate Payment Operations
• Developing and implement strategies to improve helpdesk performance and customer satisfaction
• Maintaining a rigorous process for high-severity issue resolution
• Working with both IT and business functions to deliver consistent and timely insight into customer-facing issues
• Monitoring critical file and web service activity for key customers and ensure proactive issue resolution
• Acting as a central connection between CP Operations and IT for Severity 1 and 2 issues, ensuring clear communication and updates
• Monitoring resolution SLAs and escalate as required
• Creating and manage comprehensive reporting of issue resolution performance
• Communicating with technology partners when outages or processing issues impact their process
• Creating customer-facing RCA (Root Cause Analysis) documentation based on internal IT assessment
• Monitoring resolution of Service Now issues according to internal SLAs
• Identifying and implement process improvements to enhance helpdesk efficiency and effectiveness
• Managing relationships with key stakeholders, including senior leadership and external partners
• Staying current with industry trends and best practices to ensure the helpdesk function remains competitive and effective
• Participating in strategic planning and decision-making processes

Additional Responsibilities

• Monitoring batch file and response file transmissions
• Assisting with projects to support the needs of the business
• Troubleshooting reported incidents before escalating to technical resources
• Creating visual illustrations to support internal processes

Qualifications

• Bachelor’s degree preferred; equivalent work experience required.
• 5+ years of experience in managing/leading a similar function
• Ability to manage, maintain, and present data and data driven decisions or insights
• Advanced analytical and problem-solving skills
• Exceptional verbal and written communication skills, with the ability to communicate complex technical issues to non-technical stakeholders
• Experience with ITIL or other relevant frameworks
• Must be an independent, self-starter capable of working through matrixed relationships in management
• Demonstrated ability to work calmly in a fast-paced environment while effectively managing multiple responsibilities

Benefits & Perks

• Medical, Dental & Vision benefits available the 1^st month after hire

• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency