Tech Systems Analyst I

InComm Payments; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

InComm Payments is seeking a Technical Systems Analyst I to join our IT Incident Management team. This entry-level role supports incident response, monitoring, and ITSM processes under guidance from senior analysts.

You will learn to use tools like Splunk, Dynatrace, New Relic, and ServiceNow to keep production services stable and reliable. As part of a collaborative environment, you will contribute to live incident bridges, triage alerts, document outcomes, and help produce clear business

Qualifications

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

Responsibilities

• Incident Response & Bridge Support
• Support live incident bridges by maintaining communication cadence, timelines, and stakeholder updates.
• Capture real-time incident details, including triggers, diagnostic steps, owners, and resolution activity.
• Escalate promptly through documented paths and engage senior analysts or 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 and key health indicators during business hours, releases, and incidents.
• Recognize alerts early and perform first-line triage to reduce MTTA.
• Correlate signals across tools 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 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 activity.
• Validate source data, summarize operational trends, and identify follow-up items for senior analysts.
• Use approved AI tools and effective prompting techniques to support drafting, summarization, analysis, documentation quality, and operational efficiency while validating outputs for accuracy.

Skills

IT incident response

Monitoring & triage

ServiceNow

AI prompting

Written communication

Education

Information Technology degree

Tools

Splunk

Dynatrace

New Relic

OpsView

Pingdom

ServiceNow

Job description

Overview

When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise.

InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.

You can learn more about InComm Payments by visiting our Website or connecting with us on LinkedIn, YouTube, Twitter, Facebook, or Instagram.

About This Opportunity

The Technical Systems Analyst I is an entry-level, foundational role within InComm’s IT Incident Management team. The analyst learns the systems, processes, and approved tools (including use of AI) that keep InComm’s production services stable and reliable while providing day-to-day support for incident response, platform monitoring, and IT Service Management activities. Working under the guidance of senior analysts and the team manager, the analyst executes routine monitoring, supports incident, problem, and request management processes, maintains accurate records in ITSM tools, and begins contributing to live incident bridges as a supporting resource.

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 keep records complete and audit-ready.
• Escalate promptly through documented paths and engage senior analysts or 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 activity.
• 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, related discipline, or equivalent preferred.
• Prefer 2+ years of relevant experience.
• Detail-oriented, dependable, and able to follow documented procedures consistently.
• Willingness to participate in a rotating on-call schedule as the analyst develops proficiency.
• Demonstrated ability to use AI prompting and AI interaction skills as part of day-to-day work, including drafting, summarization, research support, analysis, and validation of AI-generated outputs.

InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

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

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