Client Solutions & Tech Support Analyst II

Maintains knowledge of an assigned set of clients in terms of their business and their solutions/configuration. Provides business and technical 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 serving as a single point of governance and technical escalation; resolving incidents, implementing simple projects for clients, identifying revenue generating opportunities, documenting requirements and proposing solutions that maximize Company’s revenue while providing Business Technical Support until closure.

Maintains knowledge of an assigned set of clients in terms of their business and their solutions/configurations for a particular domain or functional area. Provides business and technical support to assigned clients through issue resolution, consulting on system functionality, best in class recommendations, and ensuring adherence to our client’s Service Level Agreements in all respects and serving as a single point of governance and technical escalation. Identifies revenue generating opportunities, documents requirements, and proposes solutions that maximize FIS revenue while providing Business Technical Support until closure.

Learns to establish a positive rapport with the client(s) to develop and maintain long-term relationships, understand the client's business, their objectives and expectations, and gain experience in acting as the go-to person on all aspects of services and support for assigned relationships. Assists in the evaluation process of the client's business requirements, effort estimation, and guides the client to utilize standard 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 and maintains knowledge of how to identify critical business impact issues from the Service Desk. Assists with documents and maintenance to the clients' system environments by keeping records of client functionality, environment, and client specific documentation while providing summary level details to more 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 release does not negatively impact client operations. Takes part in execution of simple project/development work plans and learns to revise them as appropriate to meet 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 - 3 Years 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 schedule could coincide some with US hours to start for support and training activities
• 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

• Master's Degree in Information Technology or related field
• Typically, 3-4 Years Relevant Experience 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 L2 support role for issue resolution
• Prior experience with on-call support and working high priority incidents in a fast-paced environment and communicating to all levels of eldership across internal and external 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 professional expertise, applies company policies and procedures to resolve a variety of issues.
• Job Complexity - Works on problems with moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate 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.
• Programming exposure – Prior experience evaluating both issues and projects looking at programming code and databases across mainframe and distributed platforms. For example, Cobol, mainframe tools, SQL Server, Java, 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

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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.