Product Technical Support Analyst 2

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 Technical Product Support Analyst in Client Services, you will provide first- and second-line support to global clients using FIS’s Working Capital Solutions (WCS) platform. You will investigate incidents, monitor system health, implement configuration changes and support the onboarding of new clients.

About the team

The Client Services team supports receivables, payables and inventory finance solutions for large corporates and banks.

• Work collaboratively, adapt to changing priorities and maintain a constructive approach.
• Communicate clearly and work together to investigate and resolve client issues in a fast-paced environment.

Key responsibilities:

• Triage incoming support tickets, investigate issues and resolve client incidents.
•  Analyse client data and provide clear breakdowns and explanations of findings.
•  Monitor system health using infrastructure and application monitoring tools, including Datadog, alongside SQL and ActiveBatch.
• Implement ad hoc configuration changes using FIS WCS proprietary tools and established change-management processes.
• Collaborate with Development, Infrastructure and Implementation teams to onboard new clients and maintain the effective operation of existing client platforms.
• Provide support coverage through scheduled shifts between 06:00 and 23:00.

Essential skills:

• Excellent attention to detail and confidence in analysing, transforming and working with large datasets.
• Ability and willingness to learn new concepts, technologies and processes.
• A commitment to helping others and the ability to explain technical concepts clearly to clients and colleagues, verbally and in writing.
• Ability to work under pressure and prioritise incoming and existing tasks according to urgency and client impact.
• A structured, evidence-based approach to troubleshooting and solving technical problems.
• Ability to work independently and take responsibility for completing assigned tasks.
• A solid foundation in IT concepts and tools, gained through previous work experience and/or a degree in computing or a STEM discipline.

Desirable experience:

B2B enterprise support experience with a software-as-a-service (SaaS) provider, ideally in fintech.

• Familiarity with AI concepts and hands-on experience using Copilot, GitHub Copilot or agent-based tools.
• Advanced Excel skills and experience in data analysis and manipulation.
• Experience using SQL and a programming or scripting language.
• ITIL Foundation training and certification at v3/2011 or higher.
• Experience using ticketing systems.
• Experience working in a highly controlled environment, such as financial services
  

What we offer you:
At FIS, you can learn, grow and make an impact in your career. Our benefits include:  

• Flexible and creative work environment 
• Diverse and collaborative atmosphere  
• Professional and personal development resources 
• Opportunities to volunteer and support charities 
• Competitive salary and benefits

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Privacy Statement

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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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