IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.
About the role
- Monitoring payment file import processes and responding to client inquiries at FIS. Supporting operational excellence through collaboration and issue resolution in a team environment.
Responsibilities
- You will be monitoring payment file import, process and execution.
- Assisting with client inquiries of current, past and future payment execution.
- Monitoring payment file import, processing, and execution using our Job Management System.
- Responding to client inquiries regarding current, past, and future payment executions.
- Supporting job scheduling and monitoring in a production environment, identifying and resolving abnormal processing conditions.
- Researching and resolving user and system issues related to software, operations processing, and assigned environments.
- Documenting solutions and contributing to team knowledge, ensuring best practices are shared and followed.
- Following escalation procedures to resolve processing and user problems promptly and meet service level agreements.
- Coordinating and testing application, system, process, and hardware/software changes.
- Analyzing and implementing improvements to software systems and operational procedures.
- Training internal customers on new systems, procedures, or changes.
- Identifying and recommending new tools, technologies, or processes to improve efficiency.
- Assisting in defining and resolving customer problems and needs, communicating solutions as appropriate.
- Maintaining disaster recovery and business continuity plans for assigned environments, including coordinating and documenting DR testing.
- Completing project assignments and special projects as required.
Requirements
- High school diploma or GED required
- Entry-level position; 2+ years of customer service preferred
- Knowledge of mainframe and/or open systems operating environments
- Ability to effectively use production control tools and resources
- Excellent customer service skills, with a focus on building satisfaction for both internal and external customers
- Strong verbal and written communication skills, able to interact with technical and non-technical audiences at all levels
- Willingness to share technical and industry knowledge with others
- Excellent problem-solving, teamwork, and time management skills
- Resourceful and proactive in gathering information and sharing ideas
- Desirable Qualifications: Experience with JIRA or similar ticketing and workflow management tools
- Familiarity with MoveIt and Job Management Systems (JMS)
- Hands-on experience with automation tools to streamline operational processes
Benefits
- A variety of career development tools, resources and opportunities
- The chance to work on some of the most challenging, relevant issues in financial services & technology
- Time to support charities and give back in your community
- A fantastic range of benefits designed to help support your lifestyle and wellbeing
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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