Global Payments

Business Analyst

Global Payments • $80K — $95K *
Rochester, NY 14609In-Person
Business Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Information Systems, Operations, Analytics, Industrial Engineering, Computer Science, or related field; equivalent experience considered.
  • 3+ years in business analysis, operations transformation, process improvement, consulting or related field.
  • Experienced in gathering requirements and translating business needs into actionable solutions.
  • Proficient in mapping end-to-end processes, customer journeys, and workflows.
  • Strong analytical skills with ability to diagnose ambiguous problems and develop actionable recommendations.
  • Excellent written and verbal communication skills; able to explain complex findings to various audiences.
  • Experience in cross-functional collaboration with stakeholders and technical teams.

Responsibilities

  • Research and analyze current business processes and operational tools to identify improvement opportunities.
  • Interview operational stakeholders to understand needs and root causes of issues.
  • Facilitate workshops and meetings to help design improved processes.
  • Create process maps and workflows to visualize current and future states clearly.
  • Analyze experiences to identify friction and inefficiencies in operations.
  • Evaluate opportunities for automation and process optimization to enhance user experiences.
  • Develop business cases to support process improvement initiatives.

Benefits

  • Opportunity to work in an influential internal consulting role.
  • Engage with diverse teams including Data Analysts and AI Engineers.
  • Chance to impact customer and employee experiences on a large scale.
  • Access to continuous improvement practices and frameworks.
  • Encouragement of innovative solutions, including AI and generative AI.
Full Job Description
Ready to take your career global?
Make your mark at one of the biggest names in payments. We are seeking a Business Analyst to partner across Operations teams to identify, design, and deliver improvements that create better customer and employee experiences while reducing cost and operational complexity.
This is an internal consulting role for a curious, structured, and action-oriented problem solver. You will research how work is performed today; analyze processes, tools, data, and knowledge sources; interview stakeholders; map end-to-end journeys; and turn insights into practical initiatives. You will work closely with Data Analysts, Project Managers, AI Engineers, Salesforce Administrators, and Learning & Development Coordinators to move ideas from discovery through design, testing, adoption, and measurable outcomes.
What you'll own
Discover and analyze opportunities
  • Research current-state business processes, operational tools, data sources, knowledge assets, handoffs, and pain points.
  • Interview stakeholders across Operations to understand customer needs, employee workflows, root causes, constraints, and opportunities.
  • Facilitate discovery sessions, working meetings, and process-design workshops with cross-functional partners.
  • Create clear current-state and future-state process maps, service blueprints, customer journeys, employee journeys, workflow diagrams, and decision flows.
  • Analyze end-to-end experiences to identify friction, rework, unnecessary manual effort, duplicate work, delays, failure points, and inconsistent practices.
  • Evaluate business problems using qualitative stakeholder feedback and quantitative operational data.
    Shape solutions and recommendations
  • Identify and assess opportunities for process standardization, automation, self-service, workflow optimization, AI, generative AI, data improvements, and knowledge-management enhancements.
  • Recommend initiatives that improve customer experience, employee experience, quality, speed, consistency, scalability, and cost efficiency.
  • Evaluate potential solutions across business value, customer and employee impact, implementation effort, risk, technical feasibility, data readiness, and change-management needs.
  • Develop clear business cases, including expected benefits, success measures, assumptions, risks, dependencies, and estimated cost or effort savings where applicable.
  • Challenge existing ways of working constructively and facilitate honest conversations that lead to better outcomes.
  • Help prioritize an improvement portfolio based on strategic value, urgency, expected impact, and organizational capacity.
    Deliver strategic initiatives
  • Own or co-own strategic improvement initiatives from discovery through implementation, measurement, and continuous improvement.
  • Translate business needs into well-defined requirements, user stories, acceptance criteria, process rules, data needs, and operational scenarios.
  • Document solution designs that describe the future-state process, user experience, system behavior, roles and responsibilities, data flows, integrations, reporting needs, controls, and exception handling.
  • Partner with Project Managers to define project scope, milestones, risks, dependencies, stakeholder plans, and implementation approaches.
  • Partner with Data Analysts to identify relevant metrics, validate data sources, measure baseline performance, and quantify outcomes.
  • Partner with AI Engineers to assess and design responsible AI and generative-AI use cases, including workflow fit, knowledge requirements, evaluation criteria, human review, and operational adoption.
  • Partner with Salesforce Administrators to evaluate configuration, workflow, automation, data-quality, reporting, and integration solutions.
  • Partner with Learning & Development Coordinators to design training, adoption, communications, job aids, and feedback loops that support lasting change.
  • Support solution testing, user acceptance testing, pilot programs, experimenation, rollout readiness, and post-implementation measurement.
    Drive learning and improvement
  • Create a culture of experimentation by helping teams test hypotheses, run pilots, capture learnings, and adjust quickly.
  • Define success metrics and monitor results after implementation, including customer outcomes, employee experience, process performance, quality, adoption, cost, and risk.
  • Identify follow-on opportunities based on feedback, operational results, and emerging technology capabilities.
  • Maintain clear documentation so improvements can be scaled, adopted consistently, and sustained over time.
  • Communicate findings, recommendations, progress, and results to both operational leaders and frontline stakeholders in a clear, practical manner.
What you'll bring
  • Bachelor's degree in Business, Information Systems, Operations, Analytics, Industrial Engineering, Computer Science, or a related field; equivalent relevant experience will be considered.
  • 3+ years of experience in business analysis, operations transformation, process improvement, consulting, customer experience, employee experience, systems analysis, or a related field.
  • Demonstrated experience gathering requirements, facilitating stakeholder interviews, and translating business needs into actionable solution requirements.
  • Experience mapping end-to-end processes, customer journeys, employee journeys, workflows, or service experiences.
  • Ability to analyze ambiguous problems, identify root causes, develop recommendations, and move work from concept to implementation.
  • Strong written and verbal communication skills, including the ability to document requirements and explain complex findings to varied audiences.
  • Experience working cross-functionally with business stakeholders and technical delivery teams.
  • Strong proficiency with Microsoft Office tools, especially Excel, PowerPoint, Word, and process-mapping tools such as Visio, Lucidchart, Miro, or similar.

It's a bonus if you have
  • Experience with process-improvement methods such as Lean, Six Sigma, Agile, Design Thinking, or continuous-improvement practices.
  • Experience evaluating or implementing workflow automation, AI, generative AI, knowledge-management, self-service, or intelligent-assistance solutions.
  • Familiarity with Salesforce, CRM platforms, workflow tools, analytics platforms, APIs, integrations, or enterprise data environments.
  • Experience developing business cases, opportunity assessments, cost-benefit analyses, ROI estimates, or operational performance metrics.
  • Experience with customer experience, employee experience, contact-center operations, service operations, onboarding, support, or other high-volume operational environments.
  • Familiarity with change management, training, adoption measurement, and post-launch continuous improvement.
  • Experience working in an internal consulting, transformation, product operations, or strategic operations environment.
  • Systems thinking: Connects people, processes, technology, data, knowledge, controls, and customer outcomes across an end-to-end operating model.
  • Customer and employee focus: Designs improvements around the real experiences of customers and the employees who serve them.
  • Structured problem solving: Breaks complex, ambiguous issues into manageable questions, validates assumptions, and identifies root causes.
  • Business and technical translation: Converts operational needs into requirements that technical and delivery teams can implement.
  • Innovation mindset: Actively explores new approaches, automation, AI, and generative AI while grounding recommendations in measurable business value.
  • Agility: Learns quickly, adapts to changing priorities, and uses pilot-and-learn approaches rather than waiting for perfect information.
  • Influence and collaboration: Builds trusted relationships, facilitates productive conversations, and gains alignment without relying solely on authority.
  • Constructive challenge: Questions the status quo respectfully, surfaces difficult issues clearly, and encourages transparent, honest discussion.

About Global Payments

Global Payments (NYSE: GPN) is a transaction processors and offers worldwide electronic transaction processing services through their high speed, robust electronic information networks. These networks process billions of business and consumer payment card and money transfer transactions annually for customers in the United States, Canada, Europe and Latin America. Global Payments also provides business-to-business payment card and processing services, such as money transfer, cash management, financial electronic data interchange, management information and reporting services.

Global Payments Careers

Join the dynamic team at Global Payments, a leader in payment technology services worldwide. As a pivotal player in the financial technology sector, Global Payments offers unparalleled job opportunities that propel your career forward through innovation and leadership.

Work You’ll Do

At Global Payments, you’ll engage in meaningful work that directly impacts global commerce. Our team is dedicated to redefining how money moves around the world, and by joining us, you’ll contribute to a secure, seamless payment experience for businesses and consumers alike.

Empower Your Professional Growth

Global Payments is not just a company; it's a vibrant community where career growth is fostered through comprehensive leadership and diversity training programs. We believe in nurturing the skills of our employees with advanced training and ample networking opportunities, ensuring every team member can achieve their career aspirations.

Innovate with Us

Innovation is at the heart of Global Payments. Our employees are encouraged to think big and create solutions that influence the industry. With a culture that thrives on new ideas, we provide the tools and freedom necessary for professional breakthroughs.

Join Our Inclusive Team

Diversity and inclusion are the foundations of our corporate culture. At Global Payments, we celebrate diverse perspectives and believe they contribute to our success. We are committed to creating an inclusive environment where all team members, regardless of their background, can thrive.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional looking for your next challenge or a recent graduate eager to start your career, Global Payments has a position for you. From full-time positions to internships, our hiring process is designed to find not just the right skills but also the right fit for our culture.

Benefits That Work For You

Our employees enjoy a range of benefits designed to support their physical, financial, and emotional well-being. From health insurance to retirement plans, and flexible working conditions, we ensure our team is equipped to succeed both at work and in life.

Stay Connected

Stay up-to-date with the latest from Global Payments: - **Explore Careers**: Discover the various career paths available at Global Payments. From technology to customer support, find the role that best suits your skills and passions. - **Prepare for Your Interview**: Gain insights into our interview process and find tips on how to prepare your resume to stand out. - **Learn and Develop**: Find out more about our commitment to employee development and how we support your professional growth through continuous learning and opportunities.

Join Our Team

Search open positions that match your skills and interest. We look for passionate, curious, creative, and solution-driven team players. Ready to start your journey with Global Payments? Explore our job opportunities and find out how your expertise can help shape the future of global payments.

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Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. See what exciting and rewarding opportunities await at Global Payments. Join Global Payments and be part of a team that values growth, leadership, and innovation. Together, we can redefine the future of global transactions.
Learn more about Global Payments
Size
25,000 employees
Market Cap
$25.8 billion
Industry
Finance & Insurance
Net Income
$584.5 million
Founded
1967
5 Year Trend
+31.1%
Revenue
$7.4 billion
NASDAQ
GPN
* Ladders Estimates

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