FIS
fintech
ManagedServiceAnalystSrLead(ProductSupport)
“Managed Service Analyst Sr Lead (Product Support) at FIS. Skills: frontline technical support, troubleshooting, client communication, collaboration, service stability, process compliance. Provide frontline technical support for the FIS Securities Processing Manager application. Diagnose issues, execute troubleshooting steps, and drive timely, high-quality client interactions”
What You'll Achieve.
driving timely, high-quality client interactions; achieve SLA targets; strengthen client trust; contribute to continuous improvement across the Client Support organization; Deliver high-quality interactions that improve client satisfaction score outcomes; Enable delivery of Client Support OKRs through consistent process adherence, precise reporting, and complete, accurate ticket documentation
Industry & Context.
diagnosing issues; executing troubleshooting steps; troubleshooting; keen problem-solving ability; complex troubleshooting
hybrid position with onsite hours on Tues, Wed and Thursday in the FIS Jacksonville office during core market hours of 8 am to 5 pm EST, Current and future sponsorship are not available for this position, drug test required for conditional offer of employment
What They're Looking For.
Must Have
Bachelor's degree (or equivalent work experience) in Finance/Economics/Accounting or MIS/IT/CIS or Engineering, Interest in Capital Markets / Securities Processing workflows and software development, Excellent communication, analytical and customer service skills, Dynamic and energetic personality with entrepreneurial spirit, Excellent interpersonal and organizational skills (team player), Ability to absorb new concepts quickly, think independently, and demonstrate keen problem-solving ability, Ability to convey/communicate complex concepts in a clear and understandable format, Proficiency in all Microsoft Office applications, Ability to multitask and prioritize workload with minimal supervision
Nice to Have
Background in Capital Markets back-office systems, Client Support background with experience working with users and troubleshooting issues, technical skillset (e. g. , working with complex programs, knowledge of development lifecycle, etc. )
What You'll Do.
Provide frontline technical support for the FIS Securities Processing Manager application
execute troubleshooting steps
high-quality client interactions
Maintain ticket hygiene
communicate clearly with clients
and collaborate with Product Support Managers
and Operations teams to resolve incidents efficiently
Ensure accurate categorization
thorough documentation
and proactive identification of recurring issues or product defects
Manage assigned ticket queue—prioritize by severity
Perform initial investigation
Mobilize cross-functional expertise across Development and Operations teams to resolve issues decisively and maintain service stability
Ensure accurate categorization
Escalate to Support Managers/Development when deeper expertise is required
Maintain zero stale tickets and contribute to SLA attainment through prompt action
professional client updates aligned to cadence expectations
and expectations clearly and confidently
Participate in critical incident calls when required
Support CX leadership by supplying accurate technical context on escalations
Deliver high-quality interactions that improve client satisfaction score outcomes
Maintain ticket hygiene: complete notes
Enable delivery of Client Support OKRs through consistent process adherence
accurate ticket documentation
Provide inputs for root cause analysis
and governance reporting
and Change Management processes consistently
Support monthly operational reporting via accurate
Create and maintain Knowledge Base articles for recurring issues
Provide trend insights to Support Managers on defects/usability gaps
Participate in release readiness (validation
Collaborate with peers for cross-training and complex troubleshooting
Identify opportunities to automate or improve support workflows
How You'll Work.
Team & Collaboration
Collaborate with Product Support Managers, Developers, and Operations teams to resolve incidents efficiently; Mobilize cross-functional expertise across Development and Operations teams; Collaborate with peers for cross-training and complex troubleshooting
Communication Scope
Excellent communication skills; Communicate clearly with clients; Communicate findings, next steps, and expectations clearly and confidently; Ability to convey/communicate complex concepts in a clear and understandable format
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