Product Expert – Senior

Are you passionate about leveraging cutting-edge technology to solve complex problems and drive business success?

Do you thrive in a dynamic environment where your expertise can make a significant impact?

About the Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, https://risk.lexisnexis.com

About our Team

The Solution Experts team is part of the GCO / Professional Services department, and you will report to the Solution Expert team manager.   We work in an Agile environment, and you will work in close collaboration with the entire R&D team (Development, QA, Technical Documentation…), as well as the Product Support team and Professional Services Consultants.   

About the Role

The Product Expert supports both Product Support and Professional Services providing Technical & Functional expertise on a range of Payment Efficiency and Compliance solutions developed by the company. As L3 Support, the Product Expert is a point of escalation for Product Support issues, whereupon they will lead investigations to resolution. The role requires tenacity, focus, an ability to deep-dice into technical issues, strong analytical skills and team work mindset.

Responsibilities 

• In production, you will lead the investigations of client cases raised by the Product Support Team by analysis and interpretation of application logs and data, and of issue scenarios;

• In pre-production (project) phase, you will provide assistance and guidance on issues raised by Professional Services via the TechOps and SpecOps channels;

• In general, Product Experts provide primary analysis on Investigation Requests sent to Engineering;

• You may occasionally be required to travel to client sites for interventions;

• You will ensure proper documentation for support cases in your perimeter and ensure findings are documented and shared with Product, Professional Services and Support;

• You will participate in the validation of client environments before production;

• As an expert on the technical environments in which our solutions are deployed, you may be required to assist in the training of our internal teams as well as our clients;

• As an expert, you will assist Engineering teams in articulating customer scenarios, especially as part of Quality groups. You will also assist with the testing of code remediations or other solutions as they relate to specific cases. 

Requirements

• University degree or equivalent, and a minimum of 8 years’ experience in similar roles including software development;

• Proven professional experience with databases (Oracle, DB2, SQL);

• Proven professional experience in Unix (AIX, Solaris) and IBM MQ environments;

• Knowledge of and experience with web & application servers (TomCat, WebSphere, WebLogic);

• Experience in Mainframe or AS400 systems is a plus;

• Appetite for advancing Cloud technologies is required;

• Perseverance, ability to deep-dive into technical issues, responsiveness and customer-focus are needed qualities to be successful in this role; 

• Previous experience in Product Support and in Professional Services as an Implementation Consultant, and/or Technology development role is desired

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits

- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan

- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs

- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity

- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits

- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts

- In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

Position is eligible for base salary plus an annual bonus.

At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups. 

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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