Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Senior Specialist, Finance Services
Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Overview
The Global Business Solution Center’s (GBSC) mission is to be the partner of choice with stakeholders across Mastercard, enabling business operations efficiency, productivity, and growth. With over 1,100 professionals delivering more than 200 solutions across 10 locations, GBSC is a powerhouse of innovation and strategic partnerships that combines operational excellence with a vision of what’s next.
The GBSC Finance Helpdesk plays a critical role in enabling consistent, customer-focused support across Finance-related service channels. The team is responsible for effective inquiry management, operational governance, knowledge management, process adherence, and digital enablement across areas such as Accounts Payable, Accounts Receivable, Travel & Expense, Purchase Order Processing, and related business support processes.
Role Purpose
We are seeking a Senior Specialist to support and strengthen Knowledge Base Management within GBSC Finance Helpdesk. This role will focus on maintaining accurate, accessible, and well-governed knowledge content that enables faster resolution, improves service consistency, reduces repeat inquiries, supports digital workforce capabilities, and feeds future-state self-service options. The role will partner closely with process owners, SMEs, service desk teams, and enablement partners to ensure SOPs, KBAs, routing logic, decision trees, chatbot content, and self-service knowledge remain current, compliant, and aligned to business needs.
Key Responsibilities
Knowledge Base Management & Governance
• Lead the ongoing review, maintenance, and enhancement of GBSC Finance Helpdesk knowledge articles, SOPs, KBAs, FAQs, templates, decision trees, chatbot inputs, and process documentation.
• Ensure knowledge content is accurate, clear, searchable, user-friendly, and aligned to current process, policy, compliance, and control requirements.
• Establish and maintain governance routines for article ownership, review frequency, version control, approvals, retirement, and refresh cycles.
• Partner with SMEs and process owners to convert tribal knowledge, recurring issue patterns, and process updates into structured knowledge content.
• Support annual and periodic SOP/KBA reviews to maintain documentation completeness, audit readiness, and operational consistency.
Helpdesk Service Enablement
• Enable frontline Helpdesk teams by ensuring agents have access to reliable knowledge content, standard responses, escalation guidance, and troubleshooting steps.
• Identify knowledge gaps based on ticket drivers, reopen trends, quality findings, escalations, aging, repeat inquiries, and self-service failure points.
• Collaborate with manager and trainers to embed knowledge usage into onboarding, refresher training, coaching, and quality review routines.
• Support standardization of responses and resolution steps across Finance Helpdesk queues to improve customer experience and reduce dependency on individual expertise.
Operational Excellence & Continuous Improvement
• Analyze ticket trends, recurring queries, process defects, and customer pain points to recommend knowledge improvements, digital workforce use cases, and self-service opportunities.
• Partner with operational teams to document process changes, automation impacts, routing updates, and control enhancements in a timely manner.
• Contribute to initiatives that improve first contact resolution, reduce ticket rework, prevent avoidable reopens, improve agent productivity, and increase case deflection through self-service.
• Support governance reporting by tracking knowledge health, documentation coverage, review completion, usage trends, self-service readiness, and improvement actions.
Digital Workforce & Self-Service Enablement
• Support optimization of Helpdesk tools, knowledge repositories, self-service portals, AI/Copilot capabilities, dashboards, workflow solutions, and digital workforce channels.
• Partner with technology, data governance, and transformation teams to improve knowledge discoverability, article quality, automation readiness, chatbot accuracy, and case deflection.
• Assist in validating knowledge content for AI-enabled quality review, chatbot responses, automated ticket routing, digital workforce support, and other digital service enhancements.
• Ensure knowledge content is structured and reusable so it can feed self-service options, virtual agents, digital assistants, guided help, and future-state service platforms.
• Ensure content standards support a consistent customer experience across channels such as Remedy, Outlook, Teams, SharePoint, self-service portals, and digital workforce touchpoints.
Compliance, Risk & Controls
• Ensure knowledge documentation supports business controls, audit requirements, data handling standards, and process compliance expectations.
• Maintain confidentiality and follow corporate security, data governance, and access management requirements when documenting and sharing process information.
• Escalate documentation gaps, outdated guidance, or control risks to the appropriate process owner or leadership team.
All About You
• Strong understanding of service desk operations, knowledge management, process documentation, digital workforce enablement, self-service content management, and operational governance.
• Experience supporting Finance operations, shared services, or helpdesk environments across areas such as AP, AR, T&E or related functions would be a plus.
• Ability to translate complex process information into clear, concise, searchable, and reusable knowledge content that supports both agent-assisted and self-service channels.
• Strong analytical skills with the ability to identify trends, root causes, knowledge gaps, digital enablement opportunities, and continuous improvement actions.
• High attention to detail, strong ownership mindset, and ability to manage multiple documentation priorities in a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to partner effectively with SMEs, operations teams, technology teams, transformation teams, and leadership.
• Proficiency in Microsoft Office tools, SharePoint, ticketing systems, reporting dashboards, and digital collaboration platforms; experience with AI/Copilot, virtual agents, or automation-enabled knowledge solutions is preferred.
• Customer-focused, collaborative, control-oriented, and committed to improving service quality, self-service adoption, and digital support effectiveness through strong knowledge governance.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
Abide by Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
