Analyst Lead, Product Technical Support

FIS; Jacksonville (FL); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Impactful fintech

Growth opportunities

Inclusive culture

Community giving

Competitive compensation

Job summary

FIS in Jacksonville is looking for an Analyst Lead, Product Technical Support to deliver expert support for the Treasury Management System (Integrity). You will resolve complex issues, guide customers, and help maximize the value of treasury technology while maintaining seamless business processes.

You will collaborate with product, development, and operations teams to document root causes, communicate resolutions, and improve customer outcomes.

Qualifications

• Experience in a client-facing technical or product support role.
• Strong verbal and written communication skills with the ability to explain complex concepts clearly.
• Excellent analytical and problem-solving capabilities.
• High attention to detail and commitment to delivering quality outcomes.
• Strong interpersonal skills and willingness to learn complex financial and technology products.
• Effective organization, prioritization, and time management skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Proficiency with computers, business applications, and enterprise software platforms.
• Fluent English communication skills.

Responsibilities

• Provide expert-level support for Treasury Management System users, addressing cash management, dealing, and system configuration inquiries.
• Investigate and resolve application, data, and system-related issues to minimize customer disruption.
• Support customers with account setup, payment processing, and transactional workflow questions.
• Troubleshoot software functionality, integration, and performance concerns while recommending effective solutions.
• Collaborate with product, development, and operational teams to document recurring issues and improve customer outcomes.
• Educate clients on product functionality, enhancements, releases, and industry best practices.
• Analyze customer-reported issues, identify root causes, and communicate timely resolutions.
• Contribute to process improvements that enhance team productivity, service quality, and operational efficiency.
• Maintain accurate case documentation and ensure compliance with support standards and processes.
• Build strong customer relationships through proactive communication and professional problem-solving.

Skills

Client-facing support

Communication

Analytical thinking

Problem solving

Attention to detail

Time management

Independence

Enterprise software

Tools

ServiceNow

Job description

Position Type : Full time

Type Of Hire : Experienced (relevant combo of work and education)

Job Description

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we'd like to ask you: Are you FIS?

About the Role

As an Analyst Lead, Product Technical Support, you will provide expert support for FIS Treasury Management System (Integrity) clients, helping organizations manage cash flow, financial transactions, and financial risk. You will serve as a trusted resource for customers, resolving complex system and process-related issues while ensuring a high-quality support experience. Success in this role means enabling clients to maximize the value of their treasury technology, optimize operational efficiency, and maintain seamless business processes. You will collaborate closely with internal teams and customers to drive problem resolution and continuous improvement.

What You Will Be Doing

• Provide expert-level support for Treasury Management System users, addressing cash management, dealing, and system configuration inquiries.
• Investigate and resolve application, data, and system-related issues to minimize customer disruption.
• Support customers with account setup, payment processing, and transactional workflow questions.
• Troubleshoot software functionality, integration, and performance concerns while recommending effective solutions.
• Collaborate with product, development, and operational teams to document recurring issues and improve customer outcomes.
• Educate clients on product functionality, enhancements, releases, and industry best practices.
• Analyze customer-reported issues, identify root causes, and communicate timely resolutions.
• Contribute to process improvements that enhance team productivity, service quality, and operational efficiency.
• Maintain accurate case documentation and ensure compliance with support standards and processes.
• Build strong customer relationships through proactive communication and professional problem-solving.

Required Qualifications

• Experience in a client-facing technical or product support role.
• Strong verbal and written communication skills with the ability to explain complex concepts clearly.
• Excellent analytical and problem-solving capabilities.
• High attention to detail and commitment to delivering quality outcomes.
• Strong interpersonal skills and willingness to learn complex financial and technology products.
• Effective organization, prioritization, and time management skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Proficiency with computers, business applications, and enterprise software platforms.
• Fluent English communication skills.

Preferred Qualifications

• Experience in banking, treasury, financial services, or fintech environments.
• Knowledge of treasury management, cash management, payments, or financial operations.
• Experience supporting SaaS-based business applications.
• Experience providing ServiceNow user support or administration.
• Familiarity with software integrations, data troubleshooting, and workflow management processes.

What We Offer You

At FIS, you can grow your career as far as you want to take it. Here's what else we offer:

• Opportunities to make an impact in fintech
• Personal and professional learning
• Inclusive, diverse work environment
• Resources to give back to your community
• Competitive salary and benefits

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.