Principal Analyst - Product Support (Compass Product, COBOL)

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 team:

This is an opportunity for the right individual to join a growing team of dedicated professionals in a fast-paced environment, with the aim of supporting an increasing client-base of high-profile companies to the highest quality. You will be supported up by a highly experienced team of support consultants, designers, developers, and QA engineers with vast product knowledge for COMPASS in Insurance Capital Markets Domain.

About the role:

As a Product Support Representative Specialist, you will be the face of the FIS organisation and will utilise your considerable communication skills to build strong and lasting relationships with our clients.

Your daily work will be to assist the COMPASS clients with their day-to-day management of the software as part of the COMPASS Client Support Manager and Support Team, using your excellent problem-solving skills to replicate and analyse issues, and to provide guidance on client impact and potential solutions. In addition to Incident Management, you will also use your strong analytical skills to identify, investigate, and analyse current business processes, procedures, and work practices with the aim to improve your client’s efficient use of the software.

What you will be doing:

• Act as the point of contact within a global support structure for diagnosis and resolution of incidents.
• Incident management
• Engage directly with clients to resolve incidents.
• Periodically fulfil on-call responsibilities to provide 24x7 support capabilities for major incidents.
• Provide immediate resolution in the shape of workarounds or scripts to address high priority incidents.
• Client relationship building
• Working with your clients to document their current business processes, procedures and work practices with the aim of identifying areas of improvement in system functionality and processes. The expectation is that you will be a SME in both the product and your clients’ business processes to ensure that the product meets your clients’ current requirements and future growth plans.
• Increase your clients’ efficient use of the software by suggesting optimal business practices, designing and implementing functional solutions to address business process and procedural shortcomings.
• Proactively helping to prevent future problems by developing and documenting new initiatives and processes and highlighting any potential defects you may find.
• Handle pressure-filled situations across multiple clients, understanding any financial impact on a client and managing client needs and timelines against all other priorities.
• Responsibility for ongoing learning of the COMPASS application and business processes of key clients. This entails creating and preparing detailed training manuals and ‘how to’ documents to clients and peers alike.

What you bring:

• 12-15 years of industry experience
• Previous experience in Compass Product- technical support role is essential, with a strong and unrelenting dedication to customer success is imperative.
• Relevant qualification and/or professional experience in software development, systems analysis, design, and architecture
• Experience with relational databases Microsoft SQL Server and Oracle
• Proficient in COBOL, XML and JavaScript
• Sound analytical, design and problem-solving skills, with a high degree of numeracy and a capacity for complex concepts
• A positive, proactive, and professional attitude – a team player who can also work independently under minimum supervision.
• Strong functional expertise in Insurance Domain.
• English language client communication skills required. 

What we offer you:

• A competitive salary and benefits
• Attractive benefits including private medical cover, dental cover, and travel insurance.
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team
• A work environment built on collaboration, flexibility, and respect.
• A broad range of professional education and personal development possibilities – FIS is your final career step!

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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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