Intellimatch Support Professional

About the team

We are looking for staff to be part of our Client Support team that support FIS Data Integrity Manager (DIM) clients globally. This role will require interacting directly with clients via our Ticketing Tools and coordinating with internal stakeholders such as Development, Product Management, Professional Services, IT Operations team etc.

What you will be doing

You would be part of the IntelliMatch Product Support team that would primarily be responsible for working on application/product requests and issues reported for IntelliMatch. You would need to complete the assigned tasks, own issue investigation and resolution end-to-end for all clients, Hosted or Installed.

You would thus be the main Point of Contact for your assigned tasks and tickets you own for our key DIM clients. In future, if there are any minor changes to be tested in UAT as part of issue resolution, you would need to perform them.

Principal Responsibilities: The successful candidate will be involved in all the following aspects of the role:

• Monitor Reconciliation related jobs and processes to ensure successful delivery of reconciliations to clients.
• Own Client Tickets raised with DIM Support and work on them as per agreed SLAs towards issue resolution/escalation.
• Work on User Access Requests and complete them as per agreed SLAs.
• Analyze and test standard and/or minor changes in UAT and work with other teams for their deployment as required.
• Keep up to date on functionality available in relevant product(s) and latest releases of new features or modules
• Provide support on Weekends, especially Sundays, on a rotational basis.
• Ability to work in APAC, EMEA and US Shifts (US Business Hours) on a rotational basis.

What you bring:

Knowledge / Experience

• Good working knowledge of DIM (IntelliMatch) (at least 4-5 years of experience with this application)
• Ability to understand SQL statements (joins, updates, scripts for analysis, etc.) and DB objects
• Good exposure to various Ticketing Tools such as TeamSupport, TFS, ServiceNow
• Knowledge of Windows Operating Systems and/or Cloud Computing Architecture
• At least 5 years experience of Product Support or client facing experience with a focus on Product support
• Excellent oral and written communications skills
• Good analysis and problem-solving capability

Qualifications

• Bachelors degree in computer science or related field
• ITIL Basic certification - desirable

Competencies

• Fluent in English
• Self-starter but team mindset - work as part of a global team
• Customer service and team focus
• Ability to work effectively with minimum supervision with a strong sense of ownership