Senior Lead Analyst - Product Support

As a Client Support Analyst at FIS, you will be part of the team that provides support for the FIS Securities Processing Manager (Phase3) product, a global, real-time order-to-settlement securities processing solution. Your responsibilities will include: - Identifying and validating issues - Documenting client calls and emails in the universal call tracking database - Providing L1 and L2 functional application support - Prioritizing and escalating open items - Researching and resolving issues - Coordinating with internal teams - Providing information regarding product functionality - Communicating with clients via email and phone - Documenting client issues and providing updates - Analyzing and resolving complex problems - Developing relationships with clients and internal teams - Assisting with off-hour support - Participating in DR activities with clients as needed To be successful in this role, you should have: Knowledge / Experience: - Minimum 5 years of experience in CX support - Strong understanding of Capital Market domain - Experience in level 2 functional support and interaction with clients - Knowledge of trading environments and batch processes - Basic knowledge of tools like Team Support, Jira, Service Now - COBOL, SQL experience is a plus Skills: - Strong analytical and troubleshooting skills - Good communication skills Qualifications: - Degree or equivalent Competencies: - Ability to communicate effectively - Fluency in English - Strong client handling skills - Excellent communicator - Organized approach - Self-starter In return, FIS offers you: - A multifaceted job with a high degree of responsibility - Professional education and personal development opportunities - Competitive salary and benefits - Career development tools and resources With a 50-year history in the financial services industry, FIS is the world's largest global provider of financial technology solutions. Headquartered in Jacksonville, Florida, FIS has 53,000 employees worldwide serving over 20,000 clients in 130 countries. FIS is a Fortune 500 company and a member of the Standard & Poor's 500 Index. As a Client Support Analyst at FIS, you will be part of the team that provides support for the FIS Securities Processing Manager (Phase3) product, a global, real-time order-to-settlement securities processing solution. Your responsibilities will include: - Identifying and validating issues - Documenting client calls and emails in the universal call tracking database - Providing L1 and L2 functional application support - Prioritizing and escalating open items - Researching and resolving issues - Coordinating with internal teams - Providing information regarding product functionality - Communicating with clients via email and phone - Documenting client issues and providing updates - Analyzing and resolving complex problems - Developing relationships with clients and internal teams - Assisting with off-hour support - Participating in DR activities with clients as needed To be successful in this role, you should have: Knowledge / Experience: - Minimum 5 years of experience in CX support - Strong understanding of Capital Market domain - Experience in level 2 functional support and interaction with clients - Knowledge of trading environments and batch processes - Basic knowledge of tools like Team Support, Jira, Service Now - COBOL, SQL experience is a plus Skills: - Strong analytical and troubleshooting skills - Good communication skills Qualifications: - Degree or equivalent Competencies: - Ability to communicate effectively - Fluency in English - Strong client handling skills - Excellent communicator - Organized approach - Self-starter In return, FIS offers you: - A multifaceted job with a high degree of responsibility - Professional education and personal development opportunities - Competitive salary and benefits - Career development tools and resources With a 50-year history in the financial services industry, FIS is the world's largest global provider of financial technology solutions. Headquartered in Jacksonville, Florida, FIS has 53,000 employees worldwide serving over 20,000 clients in 130 countries. FIS is a Fortune 500 company and a member of the Standard & Poor's 500 Index.