Millions of people interact with the City of Boston digitally each year to do everything from finding information on City services to paying a parking ticket. We believe these experiences should be easy to navigate and accessible. DoIT is focused on partnering with City departments to improve service delivery across the City. We’re a cross-functional team with a mission to improve the user experience of existing digital services, better engage and communicate with our residents, and build new systems to improve how the City delivers services online. 

The Department of Innovation and Technology (DoIT) provides and maintains mission-critical technologies for the City’s more than 18,000 employees and the hundreds of thousands of constituents they serve.

DoIT is seeking a customer-oriented Payment Systems Support Analyst. This role offers an opportunity to ensure the reliability and security of payment cycle management systems that directly impact city services and customer service experiences. You’ll gain hands-on experience with payment technologies, collaborate with teams who provide essential city services to community businesses and residents and refine skills in system architecture, security standards, and vendor management. This dynamic position is ideal for those who want to work where great service delivery and technology directly intersect.

• Perform maintenance and support of ongoing operations and usage of payment cycle management systems and devices, so that payments and their related processes are as reliable, usable and secure as possible.
• Respond to support requests with empathy, professionalism and a sense of urgency.
• Collaborate with other technology support staff to ensure mutual support, smooth hand-offs and high-quality information flow in order to provide an excellent customer service experience.
• Maintain broad and intuitive availability of current documentation of existing solutions. Produce architecture designs, integration descriptions and illustrations, procedure guides, training and support materials, and other knowledge resources–and keep these up to date.
• Maintain a current and widely accessible repository of vendor information, business documents and support materials.
• Facilitate communication with vendors, banks and other external partners to resolve issues, perform maintenance, and enable ongoing communication.
• Support payment experiences that are integrated into permitting, tax billing and other online services.
• Provide hands-on device endpoint support where needed, including at various city locations where payment processing service interactions occur.
• Develop documentation of troubleshooting steps and solutions to known issues.
• Perform maintenance and configuration to ensure ongoing compliance with evolving security standards and other policies.
• Administer access and security controls to minimize business risk and ensure the proper flow of information.
• Maintain test plans. Verify successful test plan execution during system maintenance and updates.
• Seek out and consume information about new and evolving tools, techniques and standards to keep skills current.
• Respond and resolve issues within expected service levels.
• Keep current inventories of payment processing devices.
• Follow established protocols for managing, coordinating and communicating work.
• Conduct end-user training.
• Identify and implement improvements to payment processing procedures.
• Perform maintenance work outside of normal working hours from time to time.
• Perform related work as required.

• At least two years of full-time, or equivalent part-time, professional experience in a technology development or support capacity.
• Demonstrated experience writing technical instructions or creating support materials in a customer service setting.
• An ability to self-teach through vendor documentation, experimentation, and building a network of trusted sources.
• At least one year of experience providing frequent, direct technology support to end users.
• Proficiency with standard office productivity applications (e.g., Google Workspace, Microsoft Office).
• Must be able to manage multiple tasks simultaneously and react to problems with urgency.
• Ability to diagnose and resolve problems of moderate complexity through troubleshooting.
• Strong communication skills with an ability to convey information clearly with empathy and professionalism.
• Teamwork-oriented mindset with a track record of collaborative work.
• Sharp attention to detail.
• Strong organizational and task management skills.

Preferred

• Hands-on experience building out or supporting payment processing systems, ideally both in retail settings and through digital experiences.
• Experience working with PCI DSS or equivalent payment security standards.
• A bachelor’s degree in engineering, finance, accounting or a related field.
• Proficiency with IT Service Management platforms (e.g., ServiceNow) and visual communication and ideation tools (e.g., Miro, Visio).

BOSTON RESIDENCY REQUIRED. You must live within Boston city limits at the start of your employment.

Terms:

Union/Salary Plan/Grade: SENA/ MM1-6

Hours per week: 35