[Hiring] Analyst II, Product Technical Support @FIS

Role Description

Under general supervision, oversees incidents and requests comprehensively, ensuring a holistic and exceptional end-to-end client experience from identification through resolution.

• Applies practical knowledge in gathering incident information through insightful client conversations and leveraging advanced self-service support tools.
• Communicates progress persuasively and promptly, delivering updates to clients and internal stakeholders.
• Conducts meticulous initial assessments, triages, and research for basic incidents, showcasing understanding of software products and infrastructure components.
• Coordinates the engagement of service desk and support resources, navigating incidents beyond immediate scope by routing them to specialized personnel.
• Executes against established Service Level Agreements (SLAs) with exemplary precision, consistently surpassing response and resolution time commitments.
• Documents resolutions with an eye for detail, actively elevating the knowledge base with contributions to empower self-help and staff learning.
• Communicates with upper-level professionals of recurring challenges and patterns, showcasing a vigilant approach to problem-solving and incident management.
• Makes recommended enhancements to systems and processes, proposing improvements to processes and workflows.

Developing individual contributor role who works independently under general supervision to support departmental goals. Responsible for achieving operational targets by adjusting or recommending improvements to systems and processes.

• The work involves solving problems within the job area, interpreting, and explaining information to others.
• Communication is primarily internal, focusing on further explanation or clarification.
• The colleague may influence others by sharing knowledge of policies, practices, and procedures.

This position typically requires practical knowledge and demonstrated competence gained through a combination of advanced education and relevant experience.

Qualifications

• Practical knowledge and demonstrated competence in relevant areas.
• Advanced education and relevant experience.

Requirements

• Ability to work independently under general supervision.
• Strong problem-solving skills.
• Effective communication skills, primarily internal.

Benefits

• Competitive compensation.
• Pay range for this full-time position is $27.07 - $46.03.
• Actual starting pay determined by job-related skills, experience, and relevant education or training.