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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 requirement 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:
· Support – help clients resolve problems related to the Prophet application and other associated applications related to Prophet. Types of activities include:
· Excellent analytical skills along with good communication skills.
· Experience of supporting end users on products in financial domain across the globe.
· Identify and resolve technical/IT issues.
· Assist in solving complex issues technical and/or functional issues.
· Software licensing assistance
· Guidance in how to improve the user experience of Prophet and other associated applications.
· Problem solving and assessment of technical/functional support to clients.
· Working with clients to help them get the most out of Prophet and other associated applications.
· Make infrastructure recommendations to clients most suited to their modelling and usage of Prophet application.
· Document – Contribute to Teams online knowledge base and client support documentation; develop and maintain procedural and policy documentation.
· Develop – providing support to Prophet Product Managers as part of the product development lifecycle, including:
· Running model test packs, assisting with software UAT and feedback
· Working closely with onsite technical & actuarial consultants and other geographically dispersed support staff and clients.
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What you will need:
· Bachelor’s or Master’s Degree in technology related field, or other relevant field of study, or the equivalent in education and experience.
· ITIL v3 Foundation or higher desirable
· Experience of working in a Product/Application Support teams operating in multiple shifts
· Sound knowledge of Java based APIs with good knowledge of troubleshooting windows issues, Knowledge of permissions on Windows.
· Advanced knowledge of MS SQL – joins, views, SPs
· knowledge of database architecture and database administration
· Knowledge of Windows/Networking with experience with Microsoft Desktop and Server operating systems and technologies.
· Knowledge of cloud and desktop infrastructure, including workstations, servers, networks, virtual technologies – AWS, Azure a plus
· Knowledge of Windows PowerShell a plus
· Experience using FIS Prophet Professional or other modelling application(s) is an add on.
· Familiarity with the fundamental principles of ITIL
Added bonus if you have:
· Excellent oral and written communications skills
· Strong problem-solving and diagnostic skill skills
· Ability to work effectively with minimum supervision with a strong sense of ownership.
· Customer service and team focus
· Working knowledge of diagnostic utilities (desirable)
· Ability to think laterally - suggest pragmatic solutions to complex IT issues.
· Be a self-starter with the ability to work effectively with minimum supervision and take responsibility for own development.
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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