Product Support Representative I
GENERAL DUTIES &
Responsibilities:
Provides in-depth product support to internal FIS employees and external FIS clients
Troubleshoots problems with malfunctioning software applications and determines corrective action through research
and internal testing, supports quality reviews of system changes, implements revised application settings, and monitors
post-implementation processing to ensure accuracy
Documents customer information and recurring technical issues to support product quality programs and product
development.
Documents how applications and systems interact to support business processes
Interpersonal skills, technical product knowledge, and business process expertise are critical to responding to daily
Client-centric activities.
Responsible for managing product/application support in a single line of business.
Serves as an escalation point for client issues with the next level of support being system developers.
Resolves issues and contributes to business unit/area development.
Plans and designs business processes and make recommendations and changes in order to improve and support
business systems and activities and/or to deliver greater effectiveness and efficiency.
Elicit, analyze, communicate and validate business/user requirements for processes, policies and information
systems.
Translate business needs/end-user requirements into functional specifications that describe what the system,
process or product/service must do to fulfill the end-user/business requirements.
Assesses, applies and projects the impact of system changes on users and internal and external clients or
stakeholders.
Writes test plans and test cases to ensure changes which are made to the application meet client needs and that
application integrity is maintained.
Conducts a variety of tests such as system, integration, readiness and acceptance tests. Ensures changes made by
programmers are correct.
Conducts tests using client data to be certain client needs will be met.
Verifies through testing that changes made by programmers to one part of the application do not impact other parts.
Reports and reviews testing results
Considers business implications of the application of technology to the current business environment.
Performs other related duties as assigned.
EDUCATIONAL REQUIREMENTS:
Bachelor's Degree in Business or related field or the equivalent combination of education, training, and work experience.
Additional related degrees include: Bachelor's degree in Computer Science or other related technical discipline.
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
Prior banking or finance related experiences a plus; personal banking experience preferred.
Knowledge of FIS products and Services
Strong Analytical Skills
Knowledge in programming, business analysis or implementation of software products
Organizational and time management skills required.
Self-starter with proven ability to work independently.
Extremely comfortable working with computers and a variety of applications.
Excellent oral and written communications skills.
Strong problem solving skills.
Proficiency in solutions design and requirements definition disciplines leveraging model driven design based tools and techniques including conceptual solution component models, business process models, use cases, etc.
Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
Willingly shares relevant technical and/or industry knowledge and expertise to other resources
Excellent analytical, decision-making, problem-solving, team, and time management skills
Ability to persuade and influence others on the best approach to take
Ability to estimate work effort for project sub-plans or small projects and ensure the project is successfully completed
Is resourceful and proactive in gathering information and sharing ideas
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
Provides in-depth product support to internal FIS employees and external FIS clients
Troubleshoots problems with malfunctioning software applications and determines corrective action through research
and internal testing, supports quality reviews of system changes, implements revised application settings, and monitors
post-implementation processing to ensure accuracy
Documents customer information and recurring technical issues to support product quality programs and product
development.
Documents how applications and systems interact to support business processes
Interpersonal skills, technical product knowledge, and business process expertise are critical to responding to daily
Client-centric activities.
Responsible for managing product/application support in a single line of business.
Serves as an escalation point for client issues with the next level of support being system developers.
Resolves issues and contributes to business unit/area development.
Plans and designs business processes and make recommendations and changes in order to improve and support
business systems and activities and/or to deliver greater effectiveness and efficiency.
Elicit, analyze, communicate and validate business/user requirements for processes, policies and information
systems.
Translate business needs/end-user requirements into functional specifications that describe what the system,
process or product/service must do to fulfill the end-user/business requirements.
Assesses, applies and projects the impact of system changes on users and internal and external clients or
stakeholders.
Writes test plans and test cases to ensure changes which are made to the application meet client needs and that
application integrity is maintained.
Conducts a variety of tests such as system, integration, readiness and acceptance tests. Ensures changes made by
programmers are correct.
Conducts tests using client data to be certain client needs will be met.
Verifies through testing that changes made by programmers to one part of the application do not impact other parts.
Reports and reviews testing results
Considers business implications of the application of technology to the current business environment.
Performs other related duties as assigned.
EDUCATIONAL REQUIREMENTS:
Bachelor's Degree in Business or related field or the equivalent combination of education, training, and work experience.
Additional related degrees include: Bachelor's degree in Computer Science or other related technical discipline.
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
Prior banking or finance related experiences a plus; personal banking experience preferred.
Knowledge of FIS products and Services
Strong Analytical Skills
Knowledge in programming, business analysis or implementation of software products
Organizational and time management skills required.
Self-starter with proven ability to work independently.
Extremely comfortable working with computers and a variety of applications.
Excellent oral and written communications skills.
Strong problem solving skills.
Proficiency in solutions design and requirements definition disciplines leveraging model driven design based tools and techniques including conceptual solution component models, business process models, use cases, etc.
Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
Willingly shares relevant technical and/or industry knowledge and expertise to other resources
Excellent analytical, decision-making, problem-solving, team, and time management skills
Ability to persuade and influence others on the best approach to take
Ability to estimate work effort for project sub-plans or small projects and ensure the project is successfully completed
Is resourceful and proactive in gathering information and sharing ideas
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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