Senior Analyst - Product Support

We are Securities Finance and Processing under Capital markets Trading and Processing group. FIS Securities Processing and Finance Suite of solutions provide the Capital Markets industry with global solutions that drive their operational, risk, regulatory, and securities finance and securities lending needs. This ecosystem of tightly integrated solutions helps clients to increase revenues by monetizing all aspects of their securities finance and lending business. Additionally, FIS full suite of securities processing solutions for operational, regulatory and risk needs, streamline the middle- and back-office workflow for a smooth production experience while providing predictable and economy-of-scale pricing. About the Product - Post Trade Processing PTP is a global post-trade processing solution, that supports multiple asset classes, currencies and businesses in real time. Components include - Trade Capture, Middle Office, Settlement, Accounting, Reconciliations, Corporate Actions and more FIS is transforming the post-trade landscape with the FIS Post Trade Processing Platform (formerly Torstone), a cutting-edge, cloud-based Software as a Service (SaaS) platform. Our real-time, flexible and future-proof solution integrates middle-office, accounting, settlement, securities lending, corporate actions, collateral management and treasury on one powerful integrated platform. What you will be doing The client support analysts who staff CX have extensive experience in the products that constitute our FIS Solutions. The support analysts address functional issues and inquiries and coordinate with appropriate FIS staff to deliver a consistent level of quality service. This service team provides assistance with:

• Identification and validation of issues
• Analysts document client calls and emails in our universal call tracking database that will be the source of status for clients throughout the life cycle of the ticket
• L1 and L2 functional application support. Report, troubleshoot, and document client application issues.
• Prioritization and escalation of open items
• Research and resolution of issues
• Status of projects
• Coordination with internal teams as necessary
• Information regarding product functionality
• General client communication
• Respond to client questions via email and phone.
• Utilize tracking system to document client issues.
• Provide case status updates to clients, keeping them informed of progress on open issues.
• Work to analyze and resolve complex problems in a team environment and consult co-workers and procedures to optimize problem resolution.
• Maintain ownership of issue until resolution is provided.
• Develop good working relationships with clients and internal teams.
• Document common client issues to create processes and procedures for standardized solutions.
• Assist with off-hour support
• Escalate client application issues to Support Manager as necessary.
• Assist clients in the implementation of new system features. As needed, may provide guidance on our products via WebEx.
• Analysts or other product specialists can provide an overview for new software releases, reviewing each of the new product features with clients in advance of the software upgrades. Additionally, the team supports maintenance and release upgrades through validation and coordination with clients. The Client Services team managers provide oversight and assist in escalation, as needed.
• Flexible to work in shifts
• On call support on weekdays and weekends as needed
• Participate in DR activities with clients on weekends as needed

What you bring: Knowledge / Experience

• Min 2+ years of experience on CX support.
• Strong understanding of Capital Market domain like Order flow for Equities and Options, Understanding of trading and settlement of Equities, Options and Fixed Income securities, trading life cycle
• Good experience on level2 functional support, level1 call support and interaction with clients to resolve issues.
• Good understanding of trading environments and overnight batch processes
• Ability to communicate to clients and understand files dependencies and communicate with clients when files are late and delayed
• Establish strong relationship with onshore counterparts.
• Basic knowledge of tools like Team Support, Jira, Service Now.
• Raise any issues related to process and get it resolved.
• Good to have Unix, ORACLE - SQL experience

Skills

• Strong analytical skill.
• Good communication skill.
• Practical experience in level2 support on Capital market products.
• Strong troubleshooting skills.

Qualifications

• Degree or equivalent.

Competencies

• Ability to communicate with onshore counterparts.
• Fluent in English
• Good in handling client interaction.
• Excellent communicator - ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion
• Organized approach: Manage and adapt priorities according to client and internal requirements
• Self-starter: Work autonomously and as part of a global team

What we offer you

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities - FIS is your final career step!
• A competitive salary and benefits
• A variety of career development tools, resources, and opportunities
• With a 50-year history rooted in the financial services industry, FIS is the worlds largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard Poor s 500 Index.

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