Senior Lead Analyst - Product Support

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: .

Administer necessary product requirements to maintain consistent account control of clients using FIS software products and ensure the quality and utilization of FIS software products satisfies client needs.

About the team:

• We are a client facing function, a first line of defense/interface into FIS eco system for our clients - to address Software/Infra issues, understand/clarify product behavior etc.
• We have follow-the-sun model in place (24X7), we are primary team for APAC & ME clients, Secondary for EMEA and Supplementary for LATAM clients (6000+ unique client-product combinations covered)
• Our role requirements ranges from a simple service deck -> Technical -> Functional -> Techno-functional -> Enterprise Service/Client Service managers
• We are a strong team of 450+ client facing staff with a strong ITIL mindset and solution driven philosophy
• We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS)
• We use cutting edge & in-market tools and data governance using AI/ML to provide clients intelligence to conduct their business

What you will be doing:

• Provide in-depth product support to FIS clients by resolving incoming inquiries.
• Respond to customer product inquiries via telephone or in written internet-based email or chat sessions.
• Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
• Document customer information and recurring technical issues to support product quality programs and product development.
• Recreate client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
• Resolve 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.

What you will need:

• 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.)
• Five or more years of demonstrated experience.
• Knowledge of Credit Risk, risk measures like XVA, DVA, PFE

• Knowledge of FIS products and services
• Knowledge in business analysis or implementation of software products

Added bonus if you have:

• Prior banking or finance related experiences a plus; personal banking experience preferred
• Strong analytical skills
• 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

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

• Extensive Health Benefits Program along with the Family Protection Plan
• Best-in-class career mobility options across the globe
• Award-winning learning offerings for career development
• Adaptable home - office work model
• Opportunity to work with global teams and clients

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 .

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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