Senior Technical Support Engineer

Job Description

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

About the role:

As a Senior Technical Support Engineer, you’ll work directly with the Service Team in managing JIRA incidents, responding to client inquiries, assisting in researching issues, educating clients of platform functionality, pursuing solutions for client issues, and following up on issues with supporting documentation. You’ll maintain and monitor Application Support queues in JIRA to review details provided to ensure proper documentation was provided.

About the team:

Make an impact on our Client Experience team within our Banking Solutions business! You’ll support an experienced team that handles the L2 technical support for Global Plus, an integrated, real-time, portfolio accounting and custody system.

What you’ll be doing:

Problem identification and resolution

• Will be first line of triage for all reported incidents in JIRA and will work directly with the CSR lead in understanding the JIRA incident
• Review for completeness and ensure all information was provided; all tickets should have supporting materials and documentation to ensure triage was complete
• Work with Development team to provide details of the triage and answer any questions they have to continue to resolve
• Keep all documentation for extracts or client files attached in the JIRA ticket so data is not lost
• Solicit additional information from CSR (or client when necessary) for further clarification of incident and provide education on system functionality back to the CSR if issue is working as designed
• Monitor all assigned queues via JIRA dashboard and keep tickets statues up to date and current-all tickets should be in an assigned status within 24 hours
• Participate in daily Application Support meeting to review priorities from the CSR teams
• Work on all P1 and P2 items as priority-provide statues so we meet the client SLA around P1 and P2 metrics

Client communication

• Participate in client calls with CSR to provide education when needed and provide more detailed application information to the Clients.
• Join client meetings to review the issue and help move the issue through the process
• Provide training and education within the service organization
• Work with the CSR team to educate them on Global Plus and on how to research issues, help define workflows and best practices specific to the clients and products

Other tasks that may be required:

• Report weekly status and/or provide feedback to direct Manager on all activities that were addressed during that week, in addition to any project or training session details.
• Test support for Releases and MUPS and joint ownership of JIRA incidents with the CSR
• Participate, if necessary to FIS Design Forum meetings
• Contribute to ‘frequently asked questions’ for the Resource Center and continual expansion of product knowledge

What you bring:

• Bachelor’s degree in any field or equivalent business experience knowledge of basic computer concepts is required
• 7-10 years of customer service experience in a software service company and/or trust industry related experience
• Extensive knowledge on Global Plus application
• Experience as a programmer or developer is beneficial
• Experience with SWIFT and Interfaces
• Experience in Financial Services including Corporate Action Processing, Income and Trading and Vison
• Ability to research in conjunction with a strong troubleshooting skill set and ability to multi-task in a dynamic environment

What we offer you:

At FIS, we are as committed to growing our employees’ careers as our own business. We offer:

• Opportunities to innovate in fintech
• Inclusive and diverse team atmosphere
• Professional and personal development
• Resources to contribute to your community
• Competitive salary and benefits

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $93,640.00 - $157,300.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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 Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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.

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