Service Delivery Analyst Specialists

FIS • Jacksonville, FL

2d • Hybrid

About The Position

FIS Management Services, LLC seeks Service Delivery Analyst Specialists to provide technical support activities for a software production processing environment. This role involves installing, maintaining, and supporting application/source code and its components, including third-party software. The specialist will detect, diagnose, and report related problems, and analyze and resolve incidents, problems, or known errors. They will also provide technical assistance to programming staff, create and maintain documentation, and offer twenty-four-hour support for applications. Consultation to internal users regarding software capabilities and use is also a key responsibility, along with following escalation procedures and using diagnostic tools to resolve issues. The role includes assisting development teams in requirements definition, system design, and project delivery, as well as verifying technical specifications and acting as a project liaison. Additionally, the specialist will assist client support with communications, plan and support disaster recovery activities, conduct production support validations, provide operational reporting metrics, monitor product availability, capacity, and performance, and support application security functionality. Participation in change management reviews and validation of associated documentation are also required.

Requirements

• Bachelor’s degree or foreign equivalent in Computer Application, Applied Computer Science, Computer Engineering, or related field and seven (7) years of progressively responsible experience in the job offered or a related occupation.
• Navigating and working within a Unix/Linux environment including knowledge of awk/sed/grep common commands.
• Utilizing SQL for research and analysis of financial data.
• Reading, writing, and optimizing queries to pull information from a financial reporting system.
• Working with Bash and Python scripting languages to create automation to assist in Operational support.
• Reading and debugging code to determine root cause of application issues.
• Master’s degree in the above listed fields and five (5) years of experience in the above listed skills (alternative to Bachelor's degree requirement).

Responsibilities

• Provide technical support activities for a software production processing environment.
• Install, maintain, and support application/source code and its components and subsystems, including third-party software.
• Detect, diagnose, and report related problems.
• Analyze and resolve incidents, problems, or known errors related to failures in application and supporting software components.
• Provide technical assistance to programming staff in the analysis of application software amendments, performance, and resource consumption.
• Create and maintain complete documentation relative to the support of application software.
• Provide twenty-four-hour support for applications and supporting software.
• Provide consultation to internal users with regards to software capabilities and use.
• Follow escalation procedures, when appropriate, to resolve incidents, problems, or known errors in a timely manner.
• Use appropriate diagnostic tools to isolate and resolve incidents, problems, or known errors.
• Assist development teams in requirements definition, system design, and delivery of projects.
• Verify technical specifications for development projects.
• Act as project liaison/Services Delivery advocate on projects.
• Assist client support with the development of internal and client-directed communications related to incidents, problems, or known errors.
• Plan and support application-specific disaster recovery activities, including the development and maintenance of documentation.
• Conduct production support validations/certifications and accept turnover from development.
• Provide standardized operational reporting metrics to businesses as well as information technology management.
• Monitor and maintain product availability, capacity, and performance for products based on defined service levels.
• Provide support to the application security functionality and related administrative and audit services.
• Participate in change management reviews, confirm changes implemented, and validate associated documentation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level