Job summary: Provides Level 1 and Level 2 support for client-facing systems and applications, including Mainframes, processor links, Part of a 7x24 team that performs monitoring and operational management functions for associated hardware and software within the processing environment. Maintains peak performance at full capacity for all systems. Follows new/improved work procedures where appropriate; tests and implements program and/or systems changes; responds to processing problems and exercises sound judgment to make client impacting processing adjustments; manages client requests. GENERAL DUTIES AND RESPONSIBILITIES: • Drives issue resolution by making critical decisions that may impact multiple clients' processing. • Proactively investigates known and unknown error conditions and follows prescribed error correction procedures when they apply. • Recognizes abnormal processing conditions, and makes appropriate response decisions. • Follows escalation procedures when appropriate to resolve errors in a timely manner. • Makes use of available documentation to resolve errors and identifies/implements documentation gaps. • Recognize and implement/automate process enhancements. • Monitors and responds accordingly to an array of system and application generated messages. • Responds in a timely manner to questions and requests from incoming calls and incident tickets. • Proactively maintains contact with clients, and serves as client advocate to internal organizations. • Analyzes problems/trends with client's systems and applications, and takes steps to avoid recurrence. • Works on internal and external projects of various sizes, complexity. • Contributes to existing and develops new solution approaches to the IT environment. • Performs other related duties as required. EDUCATION REQUIREMENTS: High school diploma or GED with applicable technical certifications and/or equivalent experience required for entry into the job family. Higher levels of the job family may require an Associate's or Bachelor's degree; or an equivalent combination of education and experience as required for the specific job level. Refer to the appropriate job level description for specific education and work experience requirements. GENERAL KNOWLEDGE, SKILLS AND ABILITIES: • Demonstrated knowledge of FIS' products and services • Demonstrated knowledge of financial services industry • Demonstrated knowledge of mainframe and/or open systems operating systems • Knowledge of clients' objectives/business priorities and FIS' role in achieving them • Ability to effectively use production control tools and resources that encompass mainframe, open system processing, processor link/Connex software, ATM's, environments. • Excellent customer service skills that build high levels of customer satisfaction for internal and external customers • Excellent analytical, decision-making, problem-solving, team, and time management skills • Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors) • Willingly shares relevant technical and/or industry knowledge and expertise to other resources • Ability to persuade and influence others on the best approach to take • Ability to multi-task • Flexibility, versatility, dependability • Positive outlook, strong work ethic • Resourceful and proactive in gathering information and sharing ideas • Ability to deal with predefined deadlines • Ability to analyze all system processing delays, failures and errors to determine the appropriate action necessary for resolution • Ability to use troubleshooting applications and tools for first and second level issues • Ability to use and reference system related documentation Entry level role. Basic skills with moderate level of proficiency. Has general understanding of processes, tools and practices in one or more technical processing environments. Generally performs single-function tasks that tend to be of small to moderate size and scope. Works under close to moderate supervision with limited latitude for independent judgment. Consults with senior peers on non-complex tasks, error conditions and production issues to learn through experience. Requires a high school diploma or GED with applicable technical certifications and/or equivalent work experience. Typically requires up to three years of production/operations support experience.
FISâ¢ is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional banking, payments, asset and wealth management, risk and compliance, trade enablement, transaction processing and record-keeping. FISâ€™ more than 53,000 worldwide employees are passionate about moving our clientsâ€™ business forward. Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poorâ€™s 500Â® Index.
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here: www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and here: www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
As part of the selection process this role may require an assessment to determine suitability
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.
Location/Region: Little Rock, AR