SME, GPPProduct Specialist

Finastra

34d•Hybrid

About The Position

This role of the SME is to be the client's technical focal point for the client's FGPP in production. To troubleshoot and solve issues in production. We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for: Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave. Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work. Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits. Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you. Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute. Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool. Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working. Specific benefits may vary by location. At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves. Be unique. Be exceptional. Help us make a difference at Finastra. Applicants for this position need to be located in posted location or their immediate surrounding areas. Due to the requirements of this position, this job posting is not available for, and Finastra will not be considering any applicants who currently reside in New York City or California. At Finastra, our team members are the driving force behind everything we do. We’re building an environment where bold ideas thrive, careers flourish, and innovation is a shared journey. Whether you're a recent graduate ready to shape the future or a seasoned professional seeking your next challenge, you’ll play a pivotal role in delivering software solutions that redefine what’s possible in financial services. We believe growth is a shared commitment. That’s why we offer a rich ecosystem of learning—from hands-on training and mentorship to leadership development and industry certifications. You’ll have the freedom to explore new paths, deepen your expertise, and make your mark in a global fintech that’s built for the future. Our career development isn’t just a program—it’s a promise. With access to cutting-edge tools, a culture of collaboration, and a community that champions your success, you’ll be empowered to lead, challenge, and create meaningful change. Because when we grow together, we innovate together—and that’s how we shape what’s next in finance. We offer incredible career opportunities and your work in close collaboration with fantastic colleagues globally to develop and launch innovative software solutions for our customers. There is a huge range of engaging projects where you can get stuck-in and add value whilst taking advantage of our ongoing development opportunities to build and hone your skills in your chosen area. Our perks include paid holidays, flexible working hours, a pension plan, and comprehensive health initiatives. Join us to supercharge your career, collaborate with industry experts, and thrive in a nurturing environment that powers both your professional and personal growth With us, you can grow, innovate, and make a real impact. At Finastra, we are proud of the wide range of incentives and benefits we offer our employees globally, reflecting our core values: doing well by doing good, putting people first, and open opportunities. We go beyond statutory requirements to maximise our offerings, investing in flexible working policies, personal growth opportunities, and well-being programmes. Highlights include our Flexible Vacation Policy, inclusive people policies, hybrid working framework, and comprehensive well-being support through initiatives like the Employee Assistance Program, the wellbeing Champions and our monthly events and initiatives. Additionally, we emphasise sustainability through volunteering time off and donation matching, champion inclusion through multiple employee networks and cultural initiatives, and invest heavily in career and skills development. Recognition of our employees' efforts is integral, with our global recognition platform and regular employee feedback surveys shaping our inclusive and supportive workplace culture At Finastra, we are committed to creating a workplace where you feel valued and respected. We believe this environment drives innovation and we strive to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem. This philosophy is at the heart of our culture and the way we work. The company privacy policy can be found here Finastra Privacy Policy

Requirements

Strong & proven FGPP issue/case analysis: triage, recreation, trace analysis, DB and GUI usage.
Deep FGPP business and functional knowledge.
Proven hands-on FGPP configuration experience: profiles and rules setup, not only setup design.
Customer-facing experience: leading technical calls.
Experience with FGPP (not only Classic GPP) 4.6.X and above

Responsibilities

Manage escalations from L2 for complex and advanced issues.
Provide guidance and support for configuration changes needed to resolve issues.
Identify root causes, recreate issues, Analyze traces and provide immediate workarounds.
Perform complex configurations to provide solutions.
Use GUI, DB and traces to perform analysis.
Understand FGPP core Tables & fields (I.e logical fields , xpath , object rules , profile_udfs,cache_refresh)
Review the payment processing flow and compare it with the error to pinpoint the issue.
Analyze traces to pinpoint the issue, understand what causes it, determine if the failure requires a code fix or can be resolved through configuration and perform the complex configurations(Pre post rules) and check-in in BA master for the Project branches
Provide setup/configuration solutions to the customer.
Escalate to L3 if a code fix is necessary.
Support QA/L2 in testing fixes.
Join customer calls as needed to assist L2s.
Lead the conversation: Explain issues, provide status updates, and outline next steps.
Work closely with L1 and L2 teams to provide consultation and guidance.
Support Advisors and PAS Leads: Join calls as requested, Provide updates and feedback of escalated cases.