Job Description

About the role

Maintains knowledge of an assigned set of clients in terms of their business and their solutions/configuration. Providesbusiness andtechnical support to assigned clients and their respective Business Account/Relationship Managers, including: ensuring the client is serviced as per Service Level Agreement in all respects and to serve as a single point of governance and technical escalation;resolving incidents, implementing simple projectsforclients,identifying revenue generating opportunities, documenting requirements and proposing solutions that maximizeCompany’srevenue while providing Business Technical Support until closure.

What you will be doing

• Maintains knowledge of an assigned set of clients in terms of their business and their solutions/configurations for aparticulardomain or functional area

• Providesbusiness andtechnical support to assigned clientsthrough issue resolution, consulting on system functionality,best in class recommendations,andensuring to adhere to ourclient’s ServiceLevel Agreementsin all respects and to serve as a single point of governance and technical escalation

• Identifyingrevenue generating opportunities, documenting requirements,and proposing solutions that maximizeFISrevenue while providing Business Technical Support until closure.

• Learns toestablisha positive rapport with the client(s) to develop andmaintainlong-term relationships, to understand the client's business, theirobjectivesand expectations, and to gain experience in acting as go-to person on all aspects of services and support for assigned relationships.

• Assistsin the evaluation process of the client's business requirements, effort estimation, and guiding the client toutilizestandard solutions while maximizing revenue. Supports higher level analysts on sub-components of major initiatives.

• Participates in converting the client's business requirements into detailed technical specifications and learns how to present them internally and externally while securing requirement sign-off.

• Gains andmaintainsknowledge of how toidentifycritical business impact issues fromthe ServiceDesk.

• Assistswith documents and maintenance to the clients' system environments by keeping records of client functionality, environment, and client specific documentation while providing level detailstomore senior levels for review and feedback.

• Participates in release management between Service Desk, Compliance and Project as well as client activities such as Payment Card Industry audits and internal projects, ensuring that code releasedoes notnegativelyimpactclient operations.

• Takes part in execution of simple project/development work plans and learns to revise them asappropriate tomeet changing needs and requirements.

• Occasionally acts as 24x7 first line Service Desk support, as requested, and monitors adherence to Service Desk SLAs (Service Level Agreements)

What We Are Looking For in this Role?

Minimum Qualifications

• Bachelor's Degree - in Information Technology or related field

• Typically,Minimum 2-3Years Relevant Experience

• Experience in analysis, issue resolution, problem solving, detail oriented, as well as the ability to troubleshoot errors with clients

• Experience working with APIs and supporting real time communications

• Ability to take technical information and make it business friendly

• Required on-call support for issues (on a rotating schedule)

• Working schedulecouldcoincidesomewith US hours to startfor support and trainingactivities

• Basic Programming and analysis of financial services software a plus

• ​ Credit card knowledge and experience a plus

• Experience with using Postman or other API platform UI tools a plus

• Excellent communication skills

Preferred Qualifications

• Master's Degree - In Information Technology or related field

• Typically, 3-4 Years Relevant Exp

• Including experience in financial services software and solutions programming, installation, certification, issue resolution, business, requirements gathering, technical design, technical presentation, experience in writing and analyzing

• Prior experience with ServiceNow and Jira applications supporting clients in an L2supportrole forissue resolution

• Prior experience with on-call support and working high priority incidents in a fast-paced environment andcommunicatingto all levels ofeldershipacross internal andexternal clients

• IT Infrastructure Library (ITIL) and/or Project Management Professional (PMP) or equivalent certification a plus

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Developing professionalexpertise, applies company policies and procedures to resolve a variety of issues.

• Job Complexity - Works on problemswithmoderate scope where analysis of situations or data requires a review of a variety of factors.Exercisesjudgment within defined procedures and practices to determineappropriate action Builds productive internal/external working relationships.

• Supervision - Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

• Bankcard Business Knowledge - Extends knowledge of bankcard business requirements and process flows

• Programmingexposure– Prior experience evaluatingboth issues and projects looking atprogrammingcode anddatabasesacross mainframe and distributed platforms. For example, Cobol, mainframe tools,SQLServer, Jave,in C, C++, ANSI C or VB.NET, ASP.NET and Microsoft Visual Studio a plus

What we offer you

• Private Medical Insurance

• Life Assurance and Critical Illness Cover

• 26 days’ annual leave (increasing with service)

• Cycle to Work scheme

• Retail discounts

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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