SME, GPP Product Specialist

USM Finastra USA Corporation; Atlanta (GA); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Unlimited vacation

Hybrid working arrangements

Paid time off for voting

Bereavement leave

Sick leave

Medical insurance

Retirement plans

Volunteer time off

Employee Assistance Program

Job summary

Finastra in Atlanta is seeking an experienced FGPP SME to act as the client's technical focal point for FGPP in production. You will troubleshoot and resolve production issues, collaborate with client teams, manage escalations, and support development and testing to keep critical processes running smoothly.

The role reports to the Technical Lead and involves hands-on configuration, root-cause analysis, and guiding customer calls.

Qualifications

• Proven FGPP configuration experience, including profiles and rules setup.
• Strong FGPP issue/case analysis skills: triage, recreation, trace analysis, database, and GUI usage.
• Deep FGPP business and functional knowledge.
• Customer-facing experience, including leading technical calls.
• Experience with FGPP 4.6.X and above.

Responsibilities

• Serve as primary technical point of contact for FGPP issues in production.
• Manage escalations from Level 2 support for complex issues.
• Provide guidance for configuration changes to resolve production issues.
• Review payment processing flows and compare with error situations.
• Escalate issues to Level 3 development team if code fixes are necessary.
• Support QA and Level 2 teams in testing fixes.
• Participate in customer calls to assist Level 2 support.
• Collaborate with Production Development Team and Product Management.

Skills

FGPP configuration

Root-cause analysis

Trace analysis

Troubleshooting

Customer-facing

Tools

GUI

Database

Trace analysis

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? The SME serves as the client's technical focal point for the FGPP in production, responsible for troubleshooting and resolving issues to ensure smooth operation. The role involves direct collaboration with client teams, escalation management, and support for development and testing. This position typically reports to the Technical Lead and supports the production environment for client‑critical processes.

Responsibilities & Deliverables

• Be the primary technical point of contact for FGPP issues in production, providing expert analysis and resolution.
• Manage escalations from Level 2 support for complex and advanced issues.
• Provide guidance and support for configuration changes needed to resolve production issues.
• Identify root causes by recreating issues, analyzing traces, and performing complex configurations.
• Use GUI, database, and trace analysis to diagnose issues.
• Understand FGPP core tables and fields, including logical fields, XPath, object rules, profile UDFs, and cache refresh.
• Review payment processing flows and compare them with error situations to identify issues.
• Analyze traces to determine whether failures require code fixes or configuration resolutions.
• Perform complex configuration changes such as pre/post processing rules and check‑ins in BA master for project branches.
• Provide setup and configuration solutions to customers.
• Escalate issues to Level 3 development team if code fixes are necessary.
• Support QA and Level 2 teams in testing and validating fixes.
• Participate in customer calls to assist Level 2 support, explaining issues, providing status updates, and outlining next steps.
• Collaborate with Level 1 and Level 2 teams for guidance and consultation.
• Support Advisors and PAS Leads by joining calls, providing updates, and feedback on escalated cases.
• Work closely with the Production Development Team (Level 3) and Product Management.

Required Experience

• Proven hands‑on FGPP configuration experience, including profiles and rules setup.
• Strong & proven FGPP issue/case analysis skills: triage, recreation, trace analysis, database, and GUI usage.
• Deep FGPP business and functional knowledge.
• Customer‑facing experience, including leading technical calls.
• Experience with FGPP (not only Classic GPP) 4.6.X and above.

Benefits

• Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities.
• Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.
• Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*
• Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
• Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.
• *Specific benefits may vary by location.
• Our perks include paid holidays, flexible working hours, a pension plan, and comprehensive health initiatives.

Applicants for this position need to be located in posted location or their immediate surrounding areas. Due to the requirements of this position, this job posting is not available for, and Finastra will not be considering any applicants who currently reside in New York City or California.

At Finastra, our team members are the driving force behind everything we do. We’re building an environment where bold ideas thrive, careers flourish, and innovation is a shared journey. Whether you're a recent graduate ready to shape the future or a seasoned professional seeking your next challenge, you’ll play a pivotal role in delivering software solutions that redefine what’s possible in financial services.

We believe growth is a shared commitment. That’s why we offer a rich ecosystem of learning—from hands‑on training and mentorship to leadership development and industry certifications. You’ll have the freedom to explore new paths, deepen your expertise, and make your mark in a global fintech that’s built for the future.

Our career development isn’t just a program—it’s a promise. With access to cutting‑edge tools, a culture of collaboration, and a community that champions your success, you’ll be empowered to lead, challenge, and create meaningful change. Because when we grow together, we innovate together—and that’s how we shape what’s next in finance.

We offer incredible career opportunities and your work in close collaboration with fantastic colleagues globally to develop and launch innovative software solutions for our customers. There is a huge range of engaging projects where you can get stuck‑in and add value whilst taking advantage of our ongoing development opportunities to build and hone your skills in your chosen area.

At Finastra, we are proud of the wide range of incentives and benefits we offer our employees globally, reflecting our core values: doing well by doing good, putting people first, and open opportunities. We go beyond statutory requirements to maximise our offerings, investing in flexible working policies, personal growth opportunities, and well‑being programmes. Highlights include our Flexible Vacation Policy, inclusive people policies, hybrid working framework, and comprehensive well‑being support through initiatives like the Employee Assistance Program, the wellbeing Champions and our monthly events and initiatives.

Additionally, we emphasise sustainability through volunteering time off and donation matching, champion inclusion through multiple employee networks and cultural initiatives, and invest heavily in career and skills development. Recognition of our employees' efforts is integral, with our global recognition platform and regular employee feedback surveys shaping our inclusive and supportive workplace culture.

At Finastra, we are committed to creating a workplace where you feel valued and respected. We believe this environment drives innovation and we strive to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem. This philosophy is at the heart of our culture and the way we work.

The company privacy policy can be found here Finastra Privacy Policy