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As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. With over 40,000 employees our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

About The Role:

We are seeking two seasoned Support Analysts to work with a major banking client on a transformative, long term Modern Banking Platform project. In this permanent role based in Wellington you will:

• Undertake triage/investigation of process and application-related incidents including replicating ‘errors’ in the application, to increase understanding of the issue;

• Amend ticket priority status, provide additional input and enhance ticket content, as necessary;

• Liaise with the Client over incident tickets, notably where ‘Functioning as Designed’ is established and a Business Change request is required;

• Resolve application-related incidents where possible or route tickets to other operational support teams based on triage

• Liaise with operational support teams to progress incident resolutions and service request fulfilment;

• Attend major incident bridge calls and provide input to help restore service and input for major incident reports or root cause analysis as necessary;

• Review Client service requests and fulfil requirements or route requests to other operational teams;

• Escalate issues as necessary (functional/hierarchical) in order to restore service with minimum delay;

• Provide operational support to the Client Services Manager (CSM) including input to Management Information, Root Cause Analysis and Monthly Performance Reports

• Provide a report and undertake weekly incident and SR progress review sessions with the Client.

• Gain expertise over time in different modules and provide advanced customer support in this area

• Be involved in rotational on-call work as required

About You:

To thrive in this role you will require:

• At least 5 years experience working in the New Zealand retail banking industry;

• Knowledge of modern cloud native core banking applications, including modules; geographic ‘layers’; customisation/configuration parameters;

• Knowledge of end-to-end systems development life cycles and production support;

• Proficiency in solutions design and requirements definition disciplines;

• Ability to work across countries, regions and time zones with different cultures and technical capabilities;

• Experience anticipating the impact of IT Incidents, Events and Changes by understanding business process relationship to underpinning technology;

• Some practical experience using SQL

• Excellent analytical, decision-making, problem-solving skills and communication abilities

• Diplomatic and persuasive with an ability to lead, handle difficult conversations and confidently liaise with stakeholders at all levels;

• Outstanding customer service focus

• ITIL Foundation as a minimum;

• Familiarity with (and preferably certification in) ITIL and ITSM tools like ServiceNow and JIRA.

• Proficient with MS Office applications eg. Excel for data analysis; PowerPoint for reporting; Visio for process mapping.

What We Offer You:

At FIS, you have the opportunity to make your mark in the Fintech industry and work with industry leaders. Our benefits include:

• Opportunity to work for a Fortune 500 Fintech offering a collaborative atmosphere and personal and professional development opportunities

• Flexible, hybrid work mode

• Great remuneration package including fully subsidised medical insurance and employee share scheme

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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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