SERVICE DELIVERY

Position Type.
Full time Type Of Hire.
Experienced (relevant combo of work and education) Education Desired.
Associate's Degree Travel Percentage.
0% GENERAL DUTIES & RESPONSIBILITIES • Provides technical support activities for a software production processing environment.
• Installs, maintains and supports application/source code and/or its components and subsystems including third party software.
• Detects, diagnoses and reports related problems.
• Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.
• Provides technical assistance to programming staff in the analysis of application software amends, performance and resource consumption.
• Creates and maintains complete documentation relative to the support of application software.
• Provides twenty-four hour support for applications and supporting software.
• Provides consultation to internal users with regard to software capabilities and use.
• Follows escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner.
• Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
• Assists development teams in requirements definition, system design and delivery of projects.
• Verifies technical specifications for development projects.
• Acts as project liaison/Services Delivery advocate on projects.
• Assists client support with development of internal and client directed communications related to incidents, problems or known errors.
• Plans and supports application specific disaster recovery activities including development and maintenance of documentation.
• Conducts production support validations/certifications and accepts turnover from development.
• Provides standardized operational reporting metrics to business as well as information technology management.
• Monitors and maintains product availability, capacity and performance for products based on defined service level.
• Provides support to the application security functionality and related administrative and audit services.
• Participates in change management reviews, confirmation of changes implemented and validate associated documentation.
• Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times.
• Other related duties assigned as needed.
EDUCATION REQUIREMENTS Associate’s degree or Bachelor’s degree or the equivalent combination of education, training, or work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES • Communicates ideas both verbally and in written form in a clear, concise and professional manner appropriate to audience including executive levels • Requires a working knowledge of applications and utilities used by supported products • Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problems • Ability to demonstrate interpersonal and teambuilding skills and manage conflict • Ability to understand and apply concepts • Ability to analyze and solve problems using learned techniques and tools including escalation practices • Skilled use of Microsoft Office package and related software applications is required • Team skills, including the ability to establish and maintain effective working relationships • General business skills, industry knowledge, financial management and planning skills • Strong analytical, statistical and problem solving skills • Ability to utilize judgment in decision making process and decisions related to job tasks • Strong organizational skills and ability to handle multiple tasks and meet deadlines • Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public FIS JOB LEVEL DESCRIPTION Developing level professional role.
Moderate skills with high level of proficiency.
Works under general supervision with increased latitude for independent judgment.
Identifies non-routine issues and routes/escalates to appropriate team member.
Works on multiple concurrent projects of medium complexity.
Is an active team member, contributes to complex projects to gain experience, shares ideas and suggests process improvements appropriate for level of experience.
Consults with senior peers on semi-complex processes to learn through experience.
Typically requires three to five years of experience in service delivery or related discipline.
Privacy Statement FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients.
For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
Sourcing Model Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies.
FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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