Lead Analyst - Product Support (RPA, Python,Shell Script)

GENERAL DUTIES & RESPONSIBILITIES
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 or compatibility matters.
Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
Documents customer information and recurring technical issues to support product quality programs and product development.
Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters.
Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities.
Other related duties assigned as needed.
EDUCATION REQUIREMENTS
Bachelor s Degree in business or related field or the equivalent combination of education, training, or work experience. (High school diploma or GED for job levels I and II.)
GENERAL KNOWLEDGE, SKILLS & ABILITIES
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 product development
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 skills
FIS JOB LEVEL DESCRIPTION
Career level professional role. Moderate skills with high level of proficiency. Handles calls more complex in nature. Possesses in-depth knowledge of one or more FIS products. Uses SQL, Crystal Reports, or report manager to build moderately complex reports. Research technical issues and documents resolution. May look at or debug code using such languages as COBOL, XML. Writes simple to moderately complex test plans and test cases to ensure changes that are made to the application meet client needs and maintain application integrity. Works on one or more projects as a team member or occasionally as a project lead. May coach junior staff. Works under general supervision with increasing latitude for independent judgment. Works on cases that last several hours to several days. May consult with senior peers on certain projects. Typically requires four or more years of demonstrated experience.