Senior Analyst - Product Support

The position is a full-time role requiring an experienced individual with a Bachelor of Commerce/Business education background. There is no travel required for this role. You will be part of the FIS team where curiosity, motivation, and forward-thinking are valued. Working in the Securities Finance and Processing group under Capital Markets Trading and Processing, you will be involved in providing global solutions for operational, risk, regulatory, securities finance, and securities lending needs within the Capital Markets industry. The Product Post Trade Processing (PTP) is a global solution supporting multiple asset classes, currencies, and businesses in real-time. As part of the team, you will be responsible for addressing functional issues, inquiries, providing L1 and L2 functional application support, prioritizing and escalating open items, researching and resolving issues, coordinating with internal teams, and communicating with clients to provide assistance. Your role will involve documenting client calls and emails, providing case status updates, analyzing and resolving complex problems, maintaining ownership of issues until resolution, developing relationships with clients and internal teams, documenting common client issues for standardized solutions, assisting with off-hour support, and participating in DR activities with clients. To be successful in this role, you should have a minimum of 2+ years of experience in CX support, a strong understanding of the Capital Market domain, experience in level 2 functional support, good communication and troubleshooting skills, knowledge of tools like Team Support, Jira, Service Now, and basic Unix and ORACLE-SQL experience. You will need to have a degree or equivalent qualification, be fluent in English, possess strong analytical and communication skills, and be able to work autonomously as well as part of a global team. Additionally, you should have the ability to communicate effectively with onshore counterparts, handle client interactions, and adapt priorities according to client and internal requirements. In return, FIS offers a multifaceted job with a high degree of responsibility, professional education and personal development opportunities, a competitive salary and benefits, and a variety of career development tools. With over 50 years of experience in the financial services industry, FIS is dedicated to providing financial technology solutions to clients worldwide.,