Analyst II , Product Technical Support

FIS Global•Jacksonville, FL

2d•Hybrid

About The Position

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. Are you FIS? Location: Jacksonville, FL - required Hybrid schedule (Tuesday, Wednesday, Thursday in office, Monday/Friday virtual) About the team: FIS Data Integrity Manager solution is reinventing the way reconciliation professionals address challenges such as data inaccuracy fragmentation, variation, convolution and degradation. Data Integrity Manager empowers reconciliation professionals to support and track all data integrity and reconciliation processes from one place for greater operational control. Data Integrity Manager also simplifies the user experience and harnesses automation and artificial intelligence (AI) to optimize efficiency. This role will allow you to be part of the Data Integrity Manager application support team, as part of the FIS Client Experience team. Current and/or future sponsorships are not available for this role. What you will be doing: Your primary responsibilities will be to provide a high level of client experience in form of support and technical expertise for helping clients get the best use out of the applications. Principal Responsibilities: The successful candidate will be involved in all the following aspects of the role: As a member of Data Integrity Manager CX team, you will be supporting the environments for hosted clients in the public and private cloud. Issue Management of issues logged with Team Support, to include. Accurate and timely logging of issues within the Call Tracking System Prioritize issues according to set guidelines Sending out First Responses to customers based on SLAs Issue investigation and resolution based on SLAs Issue escalation where required – both internally and externally Manage expectations with the client around timelines, support approach and status Assist in Severity Incident calls by assisting Enterprise Incident Management (EIM) process. Become eventually a subject matter expert for Data Integrity Manager for the Hosted Customers.

Requirements

Extensive experience of working with Data Integrity Manager hosted environment
Proven expertise in managing, troubleshooting and supporting windows-based application on the public cloud
Competency in supporting and troubleshooting end to end production environment by collaborating with datacenter operations, system/network/database support teams
Knowledge of the financial services marketplace
Fluent in English
Excellent communicator – ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion
Attention to detail – track record of authoring high-quality documentation
Organized approach – manage and adapt priorities according to client and internal requirements
Self-starter but team mindset - work autonomously and as part of a global team
Willing to work in 24/7 rotational shift and weekend on call support
Basic knowledge of MS SQL, Windows Servers
Understands Database objects and structure (tables, stored procedures, views, triggers, joins etc.)
Understanding of multi-tier environments
Basic knowledge of financial capital markets

Nice To Haves

ITIL v3 Foundation or higher desirable
Knowledge of working with FIS Data Integrity Manager or a similar Reconciliation application – at least2-3 years of experience with FIS Data Integrity Manager, will be an added advantage

Responsibilities

Accurate and timely logging of issues within the Call Tracking System
Prioritize issues according to set guidelines
Sending out First Responses to customers based on SLAs
Issue investigation and resolution based on SLAs
Issue escalation where required – both internally and externally
Manage expectations with the client around timelines, support approach and status
Assist in Severity Incident calls by assisting Enterprise Incident Management (EIM) process.
Become eventually a subject matter expert for Data Integrity Manager for the Hosted Customers.

Benefits

A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
A broad range of professional education and personal development possibilities – FIS is your final career step!
A competitive salary and benefits
A variety of career development tools, resources and opportunities

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