2nd Shift Production Support Technician II

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

Job Description

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team:

Our team consists of seven operations specialists, including the Manager. Each member brings years of experience on our core products and rotates between job monitoring and customer service support. We pride ourselves on our strong collaboration, deep product knowledge, and commitment to delivering excellent service to our customer base. We're seeking a new team member who can quickly integrate, contribute, and help us maintain our high standards of operational support.

What you will be doing:

You will be monitoring payment file import, process and execution. In addition, you will be assisting with client inquiries of current, past and future payment execution. This is done via our Job management system as well as a number of standard programs such as Excel, Notepad++.

This position will work our 2nd shift hours; 12:30PM to 9:30 PM after 4- 6 months of daytime training. Daytime would be in the range of 8-5 or 9-6 for the first 4-6 months in the position and then transition into the 2nd shift hours of 12:30 PM to 9:30 PM. Monday - Friday with an alternating Sunday shift every 7 weeks (however only an hour). Must be able to work these hours.

• 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.

What you bring:

• 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.

What we offer you:

• 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
• Great work spaces with dedicated and motivated colleagues

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.

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.

#pridepass