Business Analyst - ACH/Payment

JD

we need resources to provide client service and support who can assist with improving our Payment API documentation when not directly assisting clients

Client Service and Support

Respond to Client Inquiries

Monitor shared email box for client communication

Initial response to client communication

Answer basic questions, respond with documentation

Identify inquiries for escalation

Escalate to Payment Production Support

Communicate updates and resolution to clients with documentation to meet assigned SLAs.

Capture use case, documentation provided, documentation needed and resolution for use in further documentation

Communicate Scheduled Outages

Receive and track scheduled outages for Payment and Enterprise APIs, Payment Processing and Environments.

Communicate scheduled outages meeting assigned SLAs to client.

Communicate restoration of service when required to meet SLAs to client.

Certificate registration

Track certificate expiry and respond to requests from Onboarding Team for new certificates

Communicate to clients

Collect certificates from client

Register with Cloud and Encryption Team

Send Client Ids and other data to clients for onboarding and certificate replacement.

Documentation

Improve client facing API documentation

Product/Developer Guides for Wires, ACH, EFT & Interac API Products

Assist in transition of documentation to Developer Portal

Collect and create use case documentation for Onboarding and Support roles

Client communications

Use case identification

API Sandbox resources

API Specification resources

Document test cases

Assist in transition of documentation and resources to CS&I support structure

Assist Onboarding Technical Consultants

Support Project Management Tasks

Schedule meetings

Create and distribute documents and meeting minutes

Update tracking and project plans

Update status of items in Jira

Update confluence pages