Analyst II, Product Technical Support

FIS; Orlando (FL); On-site; USD 37,000 - 63,000; Full time

Job summary

FIS is seeking an experienced incident handler to oversee issues from identification through resolution, delivering a holistic client experience. You will gather information via client conversations and leverage self-service tools, updating clients and stakeholders as progress is made.

You will coordinate service desk resources, triage basic incidents, and refer more complex issues to specialists while maintaining SLAs and documenting resolutions to enrich the knowledge base.

Qualifications

• This position requires a combination of advanced education and relevant experience.
• Strong analytical and communication skills, with ability to follow SLAs and document resolutions.

Responsibilities

• Oversee incidents and requests end-to-end from identification to resolution.
• Gather incident information through client conversations and use self-service tools.
• Communicate progress to clients and internal stakeholders with clear updates.
• Coordinate service desk resources and route issues to specialists when needed.
• Adhere to established SLAs and document resolutions for knowledge base updates.

Job description

Type Of Hire

Experienced (relevant combo of work and education)

Position Type

Full time

Job Description

Under general supervision, oversees incidents and requests comprehensively, ensuring a holistic and exceptional end-to-end client experience from identification through resolution. Applies practical knowledge in gathering incident information through insightful client conversations and leveraging advanced self-service support tools. Communicates progress persuasively and promptly, delivering updates to clients and internal stakeholders. Applies practical knowledge in conducting meticulous initial assessments, triages, and research for basic incidents, showcasing understanding of software products and infrastructure components. Coordinates the engagement of service desk and support resources, showcasing ability to navigate incidents beyond immediate scope by routing them to specialized personnel. Under general supervision, executes against established Service Level Agreements (SLAs) with exemplary precision, consistently surpassing response and resolution time commitments. Documents resolutions with an eye for detail, actively elevating the knowledge base with contributions to empower self-help and staff learning. Communicates with upper-level professionals of recurring challenges and patterns, showcasing a vigilant approach to problem-solving and incident management. Makes recommended enhancements to systems and processes, proposing improvements to processes and workflows.
Developing individual contributor role who works independently under general supervision to support departmental goals. Responsible for achieving operational targets by adjusting or recommending improvements to systems and processes. The work involves solving problems within the job area, interpreting, and explaining information to others. Communication is primarily internal, focusing on further explanation or clarification. The colleague may influence others by sharing knowledge of policies, practices, and procedures. This position typically requires practical knowledge and demonstrated competence gained through a combination of advanced education and relevant experience.
FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $27.07 - $46.03 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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.

EEOC Statement

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 supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. 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.

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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