Client Support & Backlog Governance Lead

FIS Management Services LLC; Jacksonville (FL); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

FIS is seeking a Systematics ASP Client Support Governance Lead in Jacksonville, FL, following a hybrid model (three days in-office, two days remote). You will coordinate client-facing support governance, prioritize tickets, manage backlog health, and ensure clear ownership across multiple teams.

The role emphasizes proactive communication, accurate status reporting, and driving timely resolution of high-priority items with stakeholders. Strong ITSM and reporting skills are essential.

Qualifications

• Experience coordinating IT operations, application support, client support, incident management, service request management or production support governance.
• Strong knowledge of ticket management practices, backlog governance, prioritization, status reporting and stakeholder follow-up.

Responsibilities

• Own recurring support governance, including agenda preparation, ticket prioritization, SNOW/status alignment, decision tracking, action item closure, and post-meeting follow-up.
• Monitor backlog health and proactively resolve aging, stalled, blocked, or ownerless tickets by ensuring each priority item has a clear owner, next step, blocker status, and target date.
• Coordinate across ASP Operations, MIT, CSO, Professional Services, application teams, SMEs, and external partners to clarify ownership, remove blockers, prevent handoff gaps, and drive timely resolution.
• Prepare and coordinate accurate client-facing communications for ticket status, outages, maintenance, service impacts, project milestones, approvals, testing needs, blockers, and target dates.
• Maintain visibility into high-priority, regulatory, client experience, revenue-impacting, and expense-reduction items to support effective prioritization.
• Produce recurring reporting on backlog aging, throughput, priority trends, approvals, blockers, capacity constraints, and recurring issue patterns.
• Identify opportunities to reduce manual tracking, improve SNOW data quality, standardize reporting, automate alerts, and eliminate root causes of repeated support issues.
• Support operational readiness for projects and changes by coordinating documentation, validation needs, dependency tracking, and Day 2 support expectations.

Skills

IT operations coordination

Client support coordination

Cross-functional collaboration

Written and verbal communication

Tools

ServiceNow

Microsoft Excel

Job description

FIS is seeking a Systematics ASP Client Support Governance Lead in Jacksonville, FL, following a hybrid model (three days in-office, two days remote). You will coordinate client-facing support governance, prioritize tickets, manage backlog health, and ensure clear ownership across multiple teams.

The role emphasizes proactive communication, accurate status reporting, and driving timely resolution of high-priority items with stakeholders. Strong ITSM and reporting skills are essential.