Tech Systems Analyst I

About the Company

InComm Payments is an innovative payments technology company founded over 30 years ago. A pioneer in the FinTech industry, we employ over 3,000 people across 35 countries, hold over 400 global technical patents, and operate a network of more than 525,000 retail distribution points. We partner with leading global brands and merchants, focusing on employee growth and creating meaningful, rewarding careers. Our values include innovation, quality, passion, integrity, and responsibility.

About the Role

The Technical Systems Analyst I is an entry-level, foundational role within InComm’s IT Incident Management team. The analyst will learn the systems, processes, and approved tools (including AI) that ensure the stability and reliability of InComm’s production services. This role provides day-to-day support for incident response, platform monitoring, and IT Service Management (ITSM) activities under the guidance of senior analysts and the team manager.

Responsibilities

• Incident Response & Bridge Support
  • Support live incident bridges (SEV1/SEV2/SEV3 and break-fix events) by maintaining communication cadence, timelines, and stakeholder updates.
  • Capture real-time incident details, including triggers, diagnostic steps, owners, and resolution activity, to ensure records are complete and audit-ready.
  • Escalate promptly through documented paths and engage senior analysts or subject matter experts (SMEs) as needed.
  • Translate technical details into clear business impact statements with senior team review.
  • Support executive communications and post-incident summaries by gathering facts and validating impact statements.
• Monitoring, Alerting & Triage
  • Monitor enterprise dashboards, transaction flows, and key health indicators during business hours, releases, and incidents.
  • Recognize alerts early and perform first-line triage to reduce Mean Time to Acknowledge (MTTA).
  • Correlate signals across tools such as Splunk, Dynatrace, New Relic, OpsView, and Pingdom to distinguish symptoms from root cause.
  • Flag recurring or noisy alerts to support alert tuning and noise reduction.
• ITSM Administration & Process Adherence
  • Create, triage, and update incident and request records in ServiceNow using documented procedures.
  • Participate in Incident, Problem, and Change processes under guidance.
  • Maintain accurate, clear write-ups aligned to ITSM standards and team expectations.
  • Support data-quality reviews and control checks to keep ITSM records accurate, complete, and reporting-ready.
• Knowledge, Runbooks & Documentation
  • Follow established runbooks and knowledge-base (KB) articles during monitoring and bridge support.
  • Identify gaps, errors, or unclear steps in existing documentation.
  • Contribute reviewed updates to runbooks and KB articles to keep operational knowledge current.
• Reporting & Operational Support
  • Assist with recurring operational reporting, including the Daily ITOC Summary Report and monitoring summaries.
  • Support compliance and operational reporting tasks as assigned.
  • Prioritize assigned work around active incident bridges and other time-sensitive activities.
  • Validate source data, summarize operational trends, and identify follow-up items for senior analysts or process owners.
  • Use approved AI tools and effective prompting techniques to support drafting, summarization, analysis, documentation quality, and operational efficiency while validating outputs for accuracy and alignment with company guidance.

Qualifications

• Associates, BA, or BS degree in Information Technology, a related discipline, or equivalent experience preferred.
• 2+ years of relevant experience is preferred.
• Detail-oriented, dependable, and able to follow documented procedures consistently.
• Willingness to participate in a rotating on-call schedule as proficiency develops.
• Demonstrated ability to use AI prompting and interaction skills for drafting, summarization, research support, analysis, and validation of AI-generated outputs.

This position is eligible for the Employee Referral Bonus Program - Tier I.