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Job Description

Who Are We:

FIS connects consumers to their money through leading-edge payments solutions. We're the development engine of FIS: the largest, Fortune 500, Fintech company in the world. Our solution is branded by our customers - banks and retailers - so you might not have heard of us. But, if you've used a mobile banking app, interacted with an ATM, or used a debit card to complete a financial transaction, you're most likely using FIS software. Our product is one that touches the average consumer on a regular basis, and makes the financial world go 'round.

Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company, ranked 392 on the Fortune 500 list and is a member of Standard & Poor's 500 Index. Named a 2016 "World's Most Admired Company" by Fortune Magazine.

About the team:

The role of the Connex Applications Support Group (Connex ASG) is to provide second level support to the 24/7 operations staff, the client services staff for all production issues that may arise and require further investigation and resolution. The team goal is for 24/7 100% availability, by identifying and addressing emerging issues, validating that proposed changes and implementation plans are sound not only for the day of implementation but for on-going support thereafter. There are 23 Connex switch instances supported by the HP NonStop systems, processing 2.3 billion card transactions per month for FIS.

Job Description:

Advanced professional role. Highly-skilled with extensive proficiency. Leads IT support group activities and provides analytical and technical assistance to the support team. May coach and/or mentor junior System Support Analysts and support staff. Typically requires five or more years work experience in software quality control, systems analysis, system support, software development or related discipline or three or more years as a System Support Analyst II.

General Duties & Responsibilities:

• Must have a hands-on working knowledge of the Connex on HP NonStop application.
• Work with the 24/7 production operations staff to resolve arising issues that require Level2 support.
• Work with the customer facing client support staff to resolve customer queries for arising issues.
• Research issues to conclusion taken from CMA and Service Now queues for the team.
• Identify enhancements and corrections and document for development staff to provide updates.
• Review processing statistics, message trace data to identify inconsistencies that need to be fixed.
• Participate in design reviews for new projects, conversions and implementations.
• Join with Incident Management to resolve high priority service interruptions for restoral of service.
• Assist with the release of application code into production.
• Be available on a rotating 24 x7 on-call support roster for arising production issues that require immediate review.

Educational Requirements:

Bachelor's degree in computer science or information systems or the equivalent combination of education, training, or work experience.

General Knowledge, Skills & Abilities:

* Knowledge of FIS' products and services
* Knowledge of financial services industry
* Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
* Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
* Willingly shares relevant technical and/or industry knowledge and expertise to other resources
* Excellent analytical, decision-making, problem-solving, team, and time management skills
* Ability to persuade and influence others on the best approach to take
* Is resourceful and proactive in gathering information and sharing ideas

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

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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.