Hybrid 2nd Shift Production Support Technician II

at FIS

• Job title: 2nd Shift Production Support Technician II
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, United States

About the role

• Monitoring payment file import processes and responding to client inquiries at FIS. Supporting operational excellence through collaboration and issue resolution in a team environment.

Responsibilities

• You will be monitoring payment file import, process and execution.
• Assisting with client inquiries of current, past and future payment execution.
• Monitoring payment file import, processing, and execution using our Job Management System.
• Responding to client inquiries regarding current, past, and future payment executions.
• Supporting job scheduling and monitoring in a production environment, identifying and resolving abnormal processing conditions.
• Researching and resolving user and system issues related to software, operations processing, and assigned environments.
• Documenting solutions and contributing to team knowledge, ensuring best practices are shared and followed.
• Following escalation procedures to resolve processing and user problems promptly and meet service level agreements.
• Coordinating and testing application, system, process, and hardware/software changes.
• Analyzing and implementing improvements to software systems and operational procedures.
• Training internal customers on new systems, procedures, or changes.
• Identifying and recommending new tools, technologies, or processes to improve efficiency.
• Assisting in defining and resolving customer problems and needs, communicating solutions as appropriate.
• Maintaining disaster recovery and business continuity plans for assigned environments, including coordinating and documenting DR testing.
• Completing project assignments and special projects as required.

Requirements

• High school diploma or GED required
• Entry-level position; 2+ years of customer service preferred
• Knowledge of mainframe and/or open systems operating environments
• Ability to effectively use production control tools and resources
• Excellent customer service skills, with a focus on building satisfaction for both internal and external customers
• Strong verbal and written communication skills, able to interact with technical and non-technical audiences at all levels
• Willingness to share technical and industry knowledge with others
• Excellent problem-solving, teamwork, and time management skills
• Resourceful and proactive in gathering information and sharing ideas
• Desirable Qualifications: Experience with JIRA or similar ticketing and workflow management tools
• Familiarity with MoveIt and Job Management Systems (JMS)
• Hands-on experience with automation tools to streamline operational processes

Benefits

• A variety of career development tools, resources and opportunities
• The chance to work on some of the most challenging, relevant issues in financial services & technology
• Time to support charities and give back in your community
• A fantastic range of benefits designed to help support your lifestyle and wellbeing