System Support Analyst (L2 - Banking Applications)

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

Are you curious, motivated, and forward-thinking At FIS youu2019ll 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.

WHAT YOU WILL BE DOING:

• Provides in-depth product support to FIS clients by resolving incoming inquiries.

• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.

• Resolves customer concerns raised during installation, operation, maintenance or product application orcompatibility matters.

• Troubleshoots problems with malfunctioning electro/mechanical equipment or softwareapplications and recommends corrective action.

• Documents customer information and recurring technicalissues to support product quality programs and product development.

• Recreates client issues in testenvironment, Identifies/documents how applications and systems interact to support business processes.

• Resolves client concerns raised during installation, operation, maintenance or product application orcompatibility matters.

• Interpersonal skills and technical product knowledge and expertise are critical toresponding to daily Client-centric activities.

• Analyzes problem, documents and communicates resolution and conducts follow up. Escalates problems to appropriate teams when necessary.

• Assists in documenting current processes and procedures. KB Article Documentation.

• Represents team on cross-functional teams for production, support and development activities.

• Performs specialty product processing.

• Interacts with internal departments to deliver solutions

• Interprets and presents data and conclusions to management as needed.

• Improve methodologies used in the job.

• Other related duties assigned as needed.

WHAT YOU WILL NEED:

• 2-4 years of relevant working experience (IT Service Desk and/or Application Support)

• Must have experience: Technical support / troubleshooting experience in Banking Applications

• Nice to have experience: knowledge/experience in AS400 and IBM ACS Session

• Mostly virtual work for now but must be willing to work onsite if needed Current setup is 2-4 times a month work in the office

• Must be willing to work on a night shift (US Business Hours) and scheduled for on call from time to time

• College Undergraduates and Non-bachelor degree holders with relevant experience are welcome to apply

• Prior banking or finance related experiences a plus personal banking experience preferred

• Documents client information and recurring technical issues to support product quality programs and productdevelopment

• Knowledge of FIS products and services

• Strong analytical skills

• Knowledge in programming, business analysis or implementation of software products

• Organizational and time management skills required

• Self-starter with proven ability to work independently

• Extremely comfortable working with computers and a variety of applications

• Excellent oral and written communications skills

• Strong problem solving skill

• Excellent analytical, problem-solving and time management skills

• Ability to successfully manage multiple concurrent tasks

• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors

• Ability to work well in a fast-paced, high stress team environment

• Ability to work independently and intuitive ability to prioritize assignments

• Must be dependable and able to meet and fulfill obligations

• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers

• Willingly shares relevant technical and/or industry knowledge and expertise with other resources

• Must be highly flexible and adapt to changing priorities

• Must be extremely detail-oriented and thorough in completing tasks

• Willing to take on responsibilities and challenges

WHAT WE OFFER:

• A competitive salary and benefits

• Great workspaces with dedicated and motivated colleagues

• A variety of career development tools, resources & opportunities

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 .

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.

#pridepass