Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.
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Title and Summary
Applications & Operations Support Analyst
Overview
MasterCard is a technology company in the global payments business. We connect consumers, financial institutions, merchants, governments and businesses worldwide and enable them to use secure and convenient electronic forms of payment.
Join the industry's most passionate, motivated & engaged global team - Our employees are encouraged to drive innovation every day in support of a more connected world - A World Beyond Cash.
The Operations Platform Associate Analyst will support the operational systems used across Data & Services. Support to include the delivery of training, execution of adoption campaigns, implementation of data improvement efforts, reporting, and assisting with testing updates. These systems to include Order Management, Sales (saleforce.com), Financial Force PSA, and other new platforms implemented related to operations globally
Role
• Provides first tier technical and process support directly for inquiries for Business Operation's platforms, to include support related to workflow, customer profiles, and record adjustments
• Leads onboarding and training to business users to help drive increased adoption of functionality and productivity tools
• Under general supervision, supports investigation and resolution of issues, concerns and requests
• Conducts periodic Quality Control checks and Data Audits
• Supports the Business Operations Solutions team in the daily management and maintenance of the operational systems used across Advisors
• Supports platform maintenance and enhancements as defined in the operations roadmap for integration and improvements
All About You
• BS/BA degree or combination of experience and formal education
• Experience contributing to the delivery of accurate and timely resolutions to inquires under direct guidance
• Demonstrates strong knowledge of customer service standards, processes and tools
• Demonstrates ability to contribute to support projects/inquiries
• Strong verbal and written communication skills
• Advanced software skills; proficient in Salesforce, Microsoft Word, Excel and PowerPoint (must)
• Proven team player with excellent interpersonal skills
• Detailed driven and results oriented
• Ability to work independently and maintain confidentiality
• Keen analytical and proven problem solving skills
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.