Business Analyst I

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.

Job Title

Business Analyst I

Overview

* Provide 24x7x365 communication support for MasterCard's global infrastructure; with focus on providing clear, succinct, and informative communications.
* The position will be responsible for communicating Incident status to a myriad of audiences, including Customers, internal partners, and Executives, by working with technical partners and business contacts.
* Provide a world class customer experience and integrate new products into existing B2B support models.
* Do you enjoy influencing change to drive improvements to the overall customer experience and increasing situational awareness of Incidents to business?
* Do you demonstrate strong leadership and technical competency, which allows you to translate technology expertise into effective communications?
* Have you worked in a high ops tempo, control center environment?
* Do you have experience orchestrating Executive-level status calls, which provide strategic and tactical updates during major Incidents?
* Ability to streamline processes across organizations to improve efficiency of communications.
* Responsible for attending technical triage calls and communicate across all levels effectively.
* Perform other duties based on management discretion.
* Responsible for creating and driving communication strategy globally.

Role

* 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 effective internal and external communication.
* Regularly interact with Customers and internal partners.

All About You

* Master's Degree or equivalent work experience.
* Have the proven ability to collaborate with others in support of products, processes, and problem resolution.
* Candidates should display superior customer service skills.
* Preferred candidates should have knowledge of the payments model, including Authorization, Clearing, and Settlement; additionally, the aptitude to learn any new products and technology MasterCard 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.
* Possess excellent interpersonal skills, and written & verbal communication skills.

COVID-19 Considerations

In many locations, we've implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in our NYC offices, as required by law, only individuals who have been fully vaccinated against COVID-19 will be permitted inside Mastercard offices unless a reasonable accommodation has been approved in advance.

In the US, Mastercard is an inclusive Equal Employment 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. If you require accommodations or assistance to complete the online application process, please contact [ Email address blocked ] - Click here to apply to Business Analyst I 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.