Position Type:
Full Time
Type of Hire:
Experienced (a combination of relevant work experience and education)
Education Desired:
Bachelor of Commerce/Business
Travel Percentage:
0%
Job Title: Senior Lead Analyst - Product Support (Windows OS, System Admin)
As the world continues to move at a fast pace, FIS is at the forefront of leading the way in fintech solutions. Our solutions touch nearly every market, company, and person on the planet. We value inclusivity and diversity, and our colleagues work together and celebrate together. If you want to contribute to the world of fintech, we ask you: Are you FIS?
About the Role:
- Administer necessary product requirements to ensure that clients using FIS software products have consistent account control and that the products meet their needs.
About the Team:
- We are a client-facing team, serving as the first line of defense/interface into the FIS ecosystem for our clients. We address software and infrastructure issues and clarify product behavior.
- We provide support for APAC & ME clients and secondary support for EMEA and LATAM clients, covering over 6000 unique client-product combinations.
- Our team consists of over 450 client-facing staff with a strong ITIL mindset and a solution-driven philosophy.
- We continuously measure our service quality through client feedback, including Overall Satisfaction (OSAT) and Net Promoter Score (NPS).
- We use cutting-edge tools and AI/ML data governance to provide clients with intelligence for conducting their businesses.
What You Will Be Doing:
- Support clients in resolving problems related to the Prophet application and other associated applications.
- Identify and resolve technical/IT issues, assist in solving complex issues, provide software licensing assistance, and offer guidance on improving the user experience.
- Provide technical/functional support to clients, help them maximize the potential of Prophet and associated applications, and make infrastructure recommendations based on their needs.
- Contribute to the team's knowledge base and documentation, including procedural and policy documents.
- Support Prophet Product Managers in the product development lifecycle, including running model test packs and providing feedback.
- Collaborate with technical and actuarial consultants and other support staff and clients.
What You Will Need:
- Bachelor's or Master's Degree in a technology-related field or equivalent experience.
- ITIL v3 Foundation or higher certification desirable.
- Experience working in product/application support teams in multiple shifts.
- Strong knowledge of troubleshooting Windows issues, Java-based APIs, and MS SQL.
- Familiarity with database architecture, administration, and Windows/Networking technologies.
- Knowledge of cloud and desktop infrastructure, including AWS, Azure, and Windows PowerShell.
- Experience using FIS Prophet Professional or similar modeling application is a plus.
- Familiarity with ITIL principles.
Added Bonus:
- Excellent oral and written communication skills.
- Strong problem-solving and diagnostic skills.
- Ability to work effectively with minimum supervision and take ownership.
- Customer service and team-focused mindset.
- Working knowledge of diagnostic utilities.
- Ability to suggest pragmatic solutions to complex IT issues.
- Self-starter with a commitment to personal development.
What We Offer You:
- Extensive Health Benefits Program, including the Family Protection Plan.
- Best-in-class career mobility options worldwide.
- Award-winning learning offerings for career development.
- Flexible 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 to provide services to our clients. For more details on how we protect personal information online, please refer to our Online Privacy Notice.
Sourcing Model:
Recruitment at FIS primarily operates through direct sourcing. We only consider resumes from recruitment agencies on our preferred supplier list. FIS does not accept any responsibility for fees related to resumes submitted by agencies not on our list.
#pridepass
Your response:
Dear [Hiring Manager's Name],
I am writing to express my interest in the position of Senior Lead Analyst - Product Support (Windows OS, System Admin) at FIS. I am excited about the opportunity to contribute to the world of fintech and be a part of a diverse and inclusive team.
After reviewing the job description, I believe that my skills and experience make me a strong candidate for this role. I have a Bachelor's Degree in [Technology-related field] and extensive experience in product/application support teams. I am well-versed in troubleshooting Windows issues, Java-based APIs, and MS SQL. I am also familiar with database architecture, administration, and Windows/Networking technologies. Additionally, my knowledge of cloud and desktop infrastructure, including AWS, Azure, and Windows PowerShell, would be an asset in this position.
In my previous roles, I have demonstrated strong problem-solving and diagnostic skills and have received positive feedback for my customer service-oriented approach. I am a self-starter and thrive in collaborative team environments. I am committed to continuous learning and development, and I believe my experience aligns well with the goals of FIS.
I am impressed by FIS's commitment to inclusivity and diversity. I value working in an environment where colleagues celebrate together and support one another. The extensive benefits program, career mobility options, and award-winning learning offerings are further incentives for me to join the team.
Thank you for considering my application. I look forward to the opportunity to contribute to FIS and advance the world of fintech. Please find my resume attached for your review. I am available for an interview at your convenience.
Sincerely,
[Your Name]
Key Points:
- The position is for a Senior Lead Analyst - Product Support (Windows OS, System Admin) at FIS.
- FIS is a global fintech company that values inclusivity and diversity.
- The role involves administering product requirements, resolving client issues, and providing technical/functional support.
- The team consists of client-facing staff with an ITIL mindset and a solution-driven philosophy.
- The ideal candidate should have relevant education and experience in technology, along with troubleshooting skills and knowledge of database systems.
- FIS offers extensive health benefits, career mobility options, and learning opportunities.
- Recruitment at FIS primarily involves direct sourcing and does not accept resumes from agencies not on the preferred supplier list.