Senior Operations Analyst - Fintech/Banking

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Job Description

We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know: Are you FIS?

About the role:

The Operations Analyst is responsible for driving all operational issues and routine tasks to closure. The daily work is varied and includes helping answer operational questions on Requests for Proposals, gathering necessary data for internal and external audits, triaging product issues, participating in Business Continuity Plans for disaster preparedness, helping to identify process improvements and project managing the activities needed to bring improvements from idea state to implementations. The individual will work with a variety of stakeholders, including clients, which requires professional communications and negotiation skills. The individual will also help to grow our central repository of information around support processes and practices.

What you will be doing:

• Frontline contact for production issues.
• Able to perform initial analysis of issues and follow a path of engagement when additional help is needed.
• Managing issues and general work, including escalating (when necessary) and following up on any production issues from notification through resolution.
• Handle client communications from the intake of the issue through closure, providing status and target dates.
• Handle special requests.
• Monitor and respond to tickets through company tools.
• Identify and execute process improvements in collaboration with teammates and stakeholders.

What you will need:

• Bachelor's degree in Business, Computer Science, Data Analytics, or related fields/disciplines or equivalent combination of education and experience.
• Basic PC skills.
• Working knowledge of web-based applications.
• Working knowledge of the Microsoft Office Suite of programs.
• Familiarity with incident-ticketing systems - SNOW knowledge would be ideal.
• Knowledge of file transfer protocols, data files, databases, and high-level of system design.
• Understand software development, including the ability to write requirements for new initiatives.
• Minimum 5-yrs relevant work experience.
• Knowledge of financial services industry and in particular B2B payments.
• Collaboration skills.
• 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 both internal and external to FIS organization (e.g., executive, management, individual contributors).
• Willingly shares relevant knowledge and expertise with other resources.
• Excellent analytical, decision-making, problem-solving, interpersonal, team, negotiation, conflict management and time management skills.
• Is resourceful and proactive in gathering information and sharing ideas.
• Analytical (numerical, data and other informational) and problem-solving skills required.
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and other typical software tools used in software development and professional environments.
• Flexibility, versatility, dependability.
• Leadership skills and highly organized.
• Oversight of matrix partners and helping to grow our internal relationships.
• Client advocate for system, product, and operational changes that support the growth of our organization.
• Documentation of processes and support procedures for internal stakeholders and clients.

What we offer you:

A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits

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.

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