Finance Service Desk Specialist – AI, Knowledge & Ops

Mastercard Inc.; Bogotá; On-site; COP 24,000,000 - 36,000,000; Full time

Job summary

Mastercard Inc. is seeking a Senior Specialist for Service Desk Operations within the Global Business Solutions Center. You will lead day-to-day inquiries across channels, drive knowledge base improvements with AI, and partner with cross-functional teams to enhance the overall service experience.

The role emphasizes process optimization, data-driven insights, and coaching junior staff to improve first-contact resolution and operational excellence across finance services operations.

Qualifications

• Experience in service desk or shared services environments.
• Strong analytical and problem-solving skills with data-driven thinking.
• Proven ability to lead knowledge management and process optimization.

Responsibilities

• Oversee day-to-day service desk operations across email, phone, and chat with focus on first-touch resolution.
• Drive continuous improvement by identifying patterns and mining data for insights.
• Lead efforts to evolve the knowledge base using AI and analytics.
• Partner with Tier 1/2 teams and stakeholders to deliver cohesive, end-to-end customer experience.
• Coach and mentor junior team members to upskill and expand capabilities.
• Translate operational data into actionable insights for strategic initiatives.
• Draft, update, and validate SOPs, KBAs, FAQs, templates, and process documentation.

Skills

Service desk operations

Knowledge management

Automation

Data analysis

Stakeholder management

AI tooling

Customer experience

Tools

Oracle Financials

MS Office Suite

Case management systems

Job description

Mastercard Inc. is seeking a Senior Specialist for Service Desk Operations within the Global Business Solutions Center. You will lead day-to-day inquiries across channels, drive knowledge base improvements with AI, and partner with cross-functional teams to enhance the overall service experience.

The role emphasizes process optimization, data-driven insights, and coaching junior staff to improve first-contact resolution and operational excellence across finance services operations.