SME, GPP Product Specialist

Finastra; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Unlimited vacation

Hybrid work arrangements

Paid time off for voting

Bereavement leave

Sick leave

Medical insurance

Retirement plans

Donations matching

Job summary

Finastra in the United States is seeking a dedicated FGPP production support expert to act as the client’s technical focal point, troubleshooting and resolving production issues while guiding configuration changes. You will collaborate with Level 1–3 teams, lead technical calls, review payment processing flows, and reproduce issues to determine the proper resolution.

This role requires deep FGPP knowledge, hands-on configuration experience, and strong customer-facing communication to support

Qualifications

• Proven FGPP configuration experience including profiles and rules setup (FGPP 4.6.x+)
• Strong FGPP issue/case analysis skills: triage, recreation, trace analysis, GUI usage
• Deep FGPP business and functional knowledge
• Customer-facing experience, including leading technical calls

Responsibilities

• Be the 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
• Identify root causes by recreating issues, analyzing traces, and performing configurations
• Review payment processing flows and compare with error situations
• Escalate issues to Level 3 development when code fixes are necessary
• Support QA and Level 2 teams in testing and validating fixes
• Participate in customer calls to assist Level 2 support and outline next steps

Skills

FGPP configuration

Issue analysis

Customer-facing

Code fix assessment

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.We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for:**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.At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.Be unique. Be exceptional. Help us make a difference at Finastra.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.