SME- GPP Payments

Finastra; Mississauga; On-site; CAD 98,000 - 130,000; Full time

Job summary

Finastra in Mississauga, Canada, is seeking a highly experienced Fusion Global PAYplus (FGPP) Subject Matter Expert to act as the primary technical escalation point in production environments.

You will analyze complex production issues, lead root-cause investigations, configure FGPP components, and guide cross-functional teams including L1, L2, QA and Product Management to deliver timely, customer-focused resolutions.

Qualifications

• Extensive hands-on experience with Fusion Global PAYplus (FGPP).
• Ability to analyze production issues, perform root cause analysis and provide workarounds and permanent fixes.

Responsibilities

• Production Support & Issue Resolution: act as senior technical focal point for FGPP production issues and escalations.
• Technical Analysis & Configuration: perform FGPP configuration activities and analyze traces, rules, and UDFs.
• Payment Processing Expertise: review end-to-end payment processing flows and identify failures.
• Customer Engagement: lead technical calls with customers and provide clear status updates.
• Collaboration & Stakeholder Management: coordinate with L1/L2/QA/PM/Development teams and provide feedback to Product.

Skills

FGPP configuration

Root cause analysis

Trace analysis

SQL/Database investigation

GUI troubleshooting

Payment processing workflows

Cross-functional collaboration

Customer engagement

Stakeholder management

FGPP knowledge

Tools

BA Master

Trace analysis tools

Job description

# **Who are we?**At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‐critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.**What will you contribute?**As a Subject Matter Expert (SME) for Fusion Global PAYplus (FGPP), you will serve as the primary technical escalation point for clients operating FGPP in production environments. You will be responsible for analyzing, troubleshooting, and resolving complex production issues, providing expert guidance on system configuration, and ensuring timely resolution of critical client incidents.Working closely with L1, L2, Product Management, QA, and Production Development teams, you will leverage your deep FGPP technical and functional expertise to identify root causes, implement configuration-based solutions, and drive positive customer outcomes. This role requires strong customer engagement skills, hands-on troubleshooting expertise, and the ability to lead technical discussions with both internal and external stakeholders.**Responsibilities & Deliverables:****Production Support & Issue Resolution*** Act as the senior technical focal point for client production support related to Fusion Global PAYplus (FGPP).* Manage escalations from L2 support teams involving complex technical, functional, and configuration-related issues.* Lead root cause investigations and provide timely workarounds and permanent solutions where applicable.* Recreate production issues in non-production environments to support effective troubleshooting and resolution.* Analyze application traces, database records, payment flows, and system configurations to identify failure points.* Determine whether issues can be resolved through configuration changes or require product code enhancements.**Technical Analysis & Configuration*** Perform advanced FGPP configuration activities, including: + Profiles setup and maintenance + Rules configuration + Pre and post-processing rules + Object rules management + Profile UDF configuration + Cache refresh activities* Utilize GUI, database queries, and trace analysis tools to conduct detailed investigations.* Maintain strong understanding of FGPP core tables, fields, logical fields, XPath structures, profile UDFs, object rules, and related configuration components.* Check configuration changes into BA Master and project branches as required.**Payment Processing Expertise*** Review and analyze end-to-end payment processing flows to identify transaction failures and processing exceptions.* Investigate payment lifecycle issues and assess impacts across configured workflows and business rules.* Provide recommendations and solutions aligned with FGPP best practices.**Customer Engagement*** Participate in and lead customer technical calls as required.* Communicate issue status, findings, risks, and resolution plans to customers and stakeholders.* Build trusted advisor relationships with clients by providing expert consultation and guidance.* Ensure clear and professional communication throughout the issue resolution lifecycle.**Collaboration & Stakeholder Management*** Partner closely with L1 and L2 teams to provide technical consultation and issue guidance.* Support Professional Services Advisors and PAS Leads through case reviews, customer engagements, and escalated issue management.* Collaborate with QA teams to validate fixes and support regression testing activities.* Escalate and coordinate with Production Development (L3) teams when code-level fixes are required.* Work with Product Management and Engineering teams to provide feedback on recurring product issues and enhancement opportunities.**Required Skills & Experience:****Technical Expertise*** Extensive hands-on experience supporting and configuring Fusion Global PAYplus (FGPP) production environments.* Strong expertise in FGPP issue analysis, troubleshooting, and case management.* Proven experience performing advanced FGPP configurations, including profiles, rules, object rules, profile UDFs, and payment processing workflows.* Strong knowledge of: + Trace analysis + SQL/database investigation + GUI-based troubleshooting + Payment processing workflows + Root cause analysis methodologies* Deep understanding of FGPP core tables, logical fields, XPath, object rules, profile UDFs, cache refresh processes, and related system architecture.* Ability to assess whether issues require configuration changes or software code fixes.**Experience*** Recent hands-on experience working with Fusion Global PAYplus (FGPP).* Demonstrated experience supporting production environments and handling critical customer escalations.* Proven success leading technical customer discussions and resolution efforts.* Experience working with cross-functional support organizations, including L1, L2, QA, Product Management, and Development teams.* Experience supporting payment processing solutions within banking or financial services environments.**Professional Skills*** Strong analytical and problem-solving skills.* Excellent verbal and written communication skills.* Ability to lead complex technical discussions with internal and external stakeholders.* Strong customer focus and relationship management skills.* Ability to work effectively in a fast-paced, high-pressure production support environment.* Strong collaboration and stakeholder management capabilities.As part of our hiring process, we may use artificial intelligence (AI) technology to help screen and shortlist applications. All final hiring decisions are made by our recruitment team.This position is for an existing vacancy within our organization.Compensation: $98,100.00 - 130,100.00