Senior Lead Analyst - Product Support (Techno-Functional Support, Capital Market)

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 

In today’s highly competitive market, firms not only have to ensure smooth processing, but also respond to more stringent reporting requirements and increasing demands for information – both from within and outside their organization. Throughout the industry there is mounting pressure on organizations to do more, requiring a clear technology strategy that not only addresses the demands of today, but also enables the growth and performance of tomorrow.

We are Securities Finance and Processing under Capital markets Trading and Processing group. FIS’ Securities Processing and Finance Suite of solutions provide the Capital Markets industry with global solutions that drive their operational, risk, regulatory, and securities finance and securities lending needs. This ecosystem of tightly integrated solutions helps clients to increase revenues by monetizing all aspects of their securities finance and lending business. Additionally, FIS’ full suite of securities processing solutions for operational, regulatory and risk needs, streamline the middle- and back-office workflow for a smooth production experience while providing predictable and economy-of-scale pricing.

About the Product – FIS Securities Processing Manager (Phase3)

A global, real-time order-to-settlement securities processing solution, offering a single, global platform that can manage multiple products, currencies, and business in real time. Components include - Client Portal, Credit Monitor, Fail Monitor, Investor/Advisor, New Issues Portal, StreamCore, Stream Gateway, Stream Report Writer and WealthStation Trading.

What you will be doing 

The client support analysts who staff CX have extensive experience in the products that constitute our FIS Solutions. The support analysts address functional issues and inquiries and coordinate with appropriate FIS staff to deliver a consistent level of quality service. This service team provides assistance with:

• Identification and validation of issues
• Analysts document client calls and emails in our universal call tracking database that will be the source of status for clients throughout the life cycle of the ticket
• L1 and L2 functional application support. Report, troubleshoot, and document client application issues.
• Prioritization and escalation of open items
• Research and resolution of issues
• Status of projects
• Coordination with internal teams as necessary
• Information regarding product functionality
• General client communication
• Respond to client questions via email and phone.
• Utilize tracking system to document client issues.
• Provide case status updates to clients, keeping them informed of progress on open issues.
• Work to analyze and resolve complex problems in a team environment and consult co-workers and procedures to optimize problem resolution.
• Maintain ownership of issue until resolution is provided.
• Develop good working relationships with clients and internal teams.
• Document common client issues to create processes and procedures for standardized solutions.
• Assist with off-hour support
• Escalate client application issues to Support Manager as necessary.
• Assist clients in the implementation of new system features. As needed, may provide guidance on our products via WebEx.
• Analysts or other product specialists can provide an overview for new software releases, reviewing each of the new product features with clients in advance of the software upgrades. Additionally, the team supports maintenance and release upgrades through validation and coordination with clients. The Client Services team managers provide oversight and assist in escalation, as needed.
• Flexible to work in shifts
• On call support on weekdays and weekends as needed
• Participate in DR activities with clients on weekends as needed

What you bring: 

Knowledge / Experience

• Min 5 years of experience on CX support.
• Strong understanding of Capital Market domain like Order flow for Equities and Options, Understanding of trading and settlement of Equities, Options and Fixed Income securities, trading life cycle
• Good experience on level2 functional support, level1 call support and interaction with clients to resolve issues.
• Good experience with testing release related changes in UAT, writing test cases and finding release differences.
• Good understanding of trading environments and overnight batch processes
• Ability to communicate to clients and understand files dependencies and communicate with clients when files are late and delayed
• Establish strong relationship with onshore counterparts.
• Basic knowledge of tools like Team Support, Jira, Service Now.
• Raise any issues related to process and get it resolved.
• Good to have COBOL, SQL experience

Skills

• Strong analytical skill.
• Good communication skill.
• Practical experience in level2 support on Capital market products.
• Strong troubleshooting skills.

Qualifications

• Degree or equivalent.

Competencies

• Ability to communicate with onshore counterparts.
• Fluent in English
• Good in handling client interaction.
• Excellent communicator – ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion
• Organized approach: Manage and adapt priorities according to client and internal requirements
• Self-starter: Work autonomously and as part of a global team

What we offer you 

• 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!
• A competitive salary and benefits
• A variety of career development tools, resources, and opportunities
• With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions.  We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. 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 & Poor’s 500® Index.

FIS is committed to protecting the privacy and security of all personal information that we process to provide services to our clients. For specific information on how FIS protects personal information online, please see the FIS Online Privacy Notice.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

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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