Analyst II, Product Technical Support

Product Technical Support Analyst    

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the Team:

The Client Support Rep must effectively communicate and support the services and products that FIS Wealth provides.  Possess knowledge regarding the Trust & Financial Services industry, which includes operational and system functionality.  Accountable for building relationships at all levels with the client and developing an understanding of various client business models.  Deliver increased value, productivity, and overall satisfaction to the client.  Possess the qualities required to maintain a high level of client satisfaction with an assigned client base. 

What you will be doing :

• Provide operational and application support for Wealth related processes and systems.

• Assist with daily support activities, issue investigation, and troubleshooting with minimal escalation.

• Respond to customer inquiries via telephone or in writing via tickets.

• Navigate and interpret mainframe systems, including batch processes and system outputs.

• Follow documented procedures while identifying issues that require escalation.

• Read Wealth System Documentation and interpret system functionality.

• Support ongoing process improvements by adhering to quality, accuracy and control standards.

• Participate in continuing education and skills enhancement to maintain up-to-date knowledge on industry trends and system features/functions.

• Learn general TrustDesk functionality

• Formatting, creating, loading batch file maintenance

• Formatting, creating, loading intraday maintenance

• ID Admin functions – setup in the TPUM screens for ASP client banks (30% of the role)

• Monitoring and responding to Jira and SNOW tickets

What you bring:

• Experience of Monitoring and processing JIRA & Liquid Office tickets. Formatting, creating, loading batch file maintenance

• Formatting, creating, loading intraday maintenance

• Responding to client & internal email queries and requests.

• Handling ad-hoc processing requests and escalations.

• Working on client conversion and deconversion tasks WRT ID Administration. Mostly Password reset & User Add, access CHG/update, user termination processing.

• Sending Weekly & Monthly reports to internal & external stakeholders. Processing quarterly user access audits of various kinds.

• Supporting users for login issues assessment, resolution and routing to correct teams.

• Identifying and reporting areas of improvements in current processes to fine tune it.

• Learning Trust Desk and surround-sound application's functionality to improve product knowledge.

Preferred Skills :

• Prior experience in a trust, custody, or financial services environment

• Exposure to reconciliations, operational workflows, or back‑office processing

• Demonstrated technical aptitude with a willingness to learn complex systems

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Foundational understanding of Trust Accounting concepts and industry practices

• Functional knowledge of FIS Wealth products and services

• Strong attention to detail and comfort working with data-driven processes

• Ability to follow established procedures and escalate issues appropriately

• Clear oral and written communication skills to support collaboration across global teams

• Strong organizational skills with a focus on accuracy and consistency

• Professional communication and documentation skills 

• Analytical and problem-solving skills

• Ability to work independently while contributing to a team environment

What we offer you:

• An exciting opportunity be a part of World’s Leading FinTech Product MNC

• To be a part of vibrant team and to build up a career on core banking/payments domain

• 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!

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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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