Senior Customer Technical Services Analyst F/T

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Senior Customer Technical Services Analyst F/T

Overview

Enhance customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquiries.

Role

• Contribute to customer experience by supporting Mastercard's open API Platform as well as providing Level 1 and Level 2 technical gateway and developments and box support.
• Serve as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquiries.
• Ensure that customer resolution efforts adhere to Mastercard standard processes and procedures.
• Represent the voice of the customer to product line, application team and shared services group.
• Conduct testing and support to identify opportunities for improvements with customer experience at the forefront.
• Lead medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline.
• Provide guidance to less experienced team members.

About You

• Position requires a Bachelor’s degree or foreign equivalent in Information Technology, Information Systems, Computer Science, Computer Management or related and two (2) years of progressively responsible experience in job offered or as Systems Analyst, Customer Technical Services Analyst, or related.
• Qualifying experience must include at least one (1) year with each of the following: SQL; Oracle; Splunk (or other enterprise logging solutions); Remedy BMC (or other enterprise ticketing solutions such as ServiceNow, ServiceCloud, etc); Windows, Unix and/or Linux Servers; Application and/or Network Monitoring; Customer technical support and customer service for technical functions; Running manual queries through tools such as TOAD or equivalent; Interpreting results to analyze platform activities and correlation to customer queries.
• Telecommuting and/or working from home may be permissible pursuant to company policies.
• To apply, please click the “Apply for job” link above, or send resume to recruiter Nandita Marathe, Nandita.Marathe@mastercard.com, 2200 Mastercard Blvd, O’Fallon, MO 63368.

Reference

MC71-2026.

Incentives offered through MasterCard’s Employee Referral Program Apply to this position. For more information, please visit our Employee Referral Site or see employee handbook.

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more.

Mastercard benefits for interns generally include

56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.

Pay Ranges

O'Fallon, Missouri

$83,000 - $137,000 USD