Jobs › Canton, MA › Payments Analyst/Technical Project… Insight Global Payments Analyst/Technical Project Coordinator Canton, MA Apply Job Description A restaurant client of Insight Global is seeking a proactive and detail-oriented Payment Support & Vendor Operations Analyst to serve as the primary liaison between internal stakeholders, customers, and third-party payment vendors. This individual will be responsible for monitoring payment-related incidents, analyzing vendor logs and system data to identify root causes, coordinating issue resolution efforts, and ensuring vendors meet established service level agreements (SLAs). The ideal candidate will possess strong technical troubleshooting capabilities, excellent communication skills, and experience supporting payment hardware, software, and integrations within a fast-paced environment.

Key Responsibilities:

Incident Management & Root Cause Analysis

• Review and analyze third-party vendor logs, debug files, datasets, and transaction data to identify payment processing issues and determine root causes.
• Proactively monitor team email queues, ServiceNow tickets, and operational alerts to identify and address issues before escalation.
• Take ownership of incidents from initiation through resolution, ensuring timely follow-up and communication.
• Partner with vendors, developers, product teams, and business stakeholders to troubleshoot complex payment-related issues.
• Coordinate and facilitate troubleshooting calls with vendors, developers, and internal teams to drive issue resolution.
• Identify trends and recurring issues and recommend long-term solutions to improve payment system stability. Vendor & Stakeholder Management
• Act as the primary bridge between customers, business stakeholders, internal technical teams, and third-party payment vendors.
• Ensure vendors are meeting contractual SLAs and escalation timelines.
• Track open issues, escalations, risks, action items, and resolution commitments.
• Provide regular status updates to stakeholders, including expected timelines, risks, and mitigation plans.
• Escalate unresolved issues appropriately while maintaining accountability for overall resolution. Payment Operations Support
• Support payment hardware and software platforms, including payment terminals, processors, and integrations.
• Assist in configuring, deploying, and supporting payment solutions across restaurant locations as needed.
• Coordinate vendor efforts related to payment processing, terminal management, and transaction flow issues.
• Participate in pilot programs, integrations, and rollout initiatives to ensure operational readiness and system stability. Documentation & Process Improvement
• Maintain technical documentation, operational procedures, troubleshooting guides, and knowledge base articles.
• Document root cause findings, workarounds, and permanent fixes.
• Continuously identify opportunities to improve operational workflows, monitoring capabilities, and incident response processes.
• Leverage automation and emerging technologies where appropriate to enhance operational efficiency.

Compensation:

$46/hr to $48/hr. Exact compensation may vary based on several factors, including skills, experience, and education. Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements

• 3 years+ working experience supporting Payment hardware/software.
• 3+ years of technical project coordination, technical support, or technical operations experience
• Experience in Hospitality and Payment Domain.
• Strong experience performing root cause analysis, troubleshooting, and technical issue resolution.
• Experience analyzing logs, transaction data, debug files, and system datasets.
• Experience or some kind of familiarity with leveraging/managing AI tools. This role will heavily utilize AI tools like CoPilot.
• Exceptional verbal and written communication skills, including the ability to translate technical concepts for non-technical audiences.
• Demonstrated ability to take ownership of issues and drive them through resolution.
• Technical knowledge of payment integration with POS and Web & Mobile solutions, Mobile and cloud-based technologies (eg, Azure).
• Familiarity with payment instruments such as credit/debit cards and their rules and regulations, as well as credit card tokenization processes.
• Experience supporting Verifone payment terminals and tools such as VHQ.
• Experience with large-scale implementations involving payment systems, restaurant technology, infrastructure, or integrations.
• Understanding of application and integration testing methodologies and performance monitoring.
• Familiarity with AI tools and emerging technologies that can improve troubleshooting, documentation, and operational processes.
• Experience leading highly visible operational initiatives and managing external vendor relationships.

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