Application Product Support Analyst I

As an Application Product Support Analyst I at FIS Global, your primary responsibility will be to provide technical software support for applications. You'll be analyzing and modifying existing application logic, testing and debugging installations, and maintaining documentation for all processes. Collaborating with customers to understand their requirements and translating those into effective technical solutions will be key to your role. You'll also be managing reported client issues while ensuring timely updates are provided.

To be eligible for the Application Product Support Analyst I role at FIS Global, you should possess a Bachelor of Commerce or Business degree. Knowledge of client support ticketing systems, excellent communication skills, and a customer-focused attitude are crucial for success in this role. Additionally, familiarity with Oracle SQL and experience within the banking technology sector are considered valuable assets.

For the Application Product Support Analyst I position at FIS Global, having experience with Oracle SQL and Windows Server COM/Client OCX architecture is highly beneficial. Knowledge in banking operations and technology will also give you an edge. Candidates should be resourceful problem-solvers with strong time management skills who are proactive in gathering information and sharing knowledge.

As an Application Product Support Analyst I at FIS Global, your typical day will involve troubleshooting application issues, providing support to clients through ticketing systems, and collaborating with team members to develop effective technical solutions. You’ll spend time analyzing business requirements, documenting processes, and continuously looking for ways to improve and streamline existing systems. Your role will be both customer-facing and technologically focused.

FIS Global believes in fostering career growth for its employees, and as an Application Product Support Analyst I, you’ll have numerous opportunities to advance. The company offers personal and professional development resources, mentoring, and pathways to further specialize in fintech. With hard work and dedication, you can explore other roles within the organization as you build your skills and expertise.

When answering this question, be specific about the client support ticketing systems you’ve used, such as Service NOW CSM. Explain how you managed tickets, prioritized issues, and communicated with clients to resolve their concerns efficiently.

Outline your systematic approach to troubleshooting, including identifying the root cause, testing potential solutions, and documenting the process. Discuss how you maintain a customer-first mindset while resolving issues.

Highlight your commitment to inclusivity and teamwork. Discuss your relevant experiences that demonstrate your ability to contribute positively to the organizational culture at FIS Global.

Discuss your conflict resolution skills, emphasizing your ability to listen to the client's concerns, empathize with their situation, and take appropriate steps to remedy the issue while keeping communication clear and professional.

Detail your experience with Oracle SQL, covering how you’ve used it in previous roles to access and manipulate data, create reports, or support application functionality. Provide examples where applicable.

Be prepared to present a specific example of a process you improved, detailing the situation, your actions, and the outcomes. Explain how this shows your proactive nature and dedication to continual improvement.

Discuss the importance of adjusting your communication style depending on the audience. Provide strategies you use to ensure that your message is understood, such as simplifying technical jargon or providing visual aids.

Emphasize the importance of documentation in providing a reference for technical solutions, aiding in knowledge transfer, and ensuring processes are repeatable. Discuss your documentation practices.

Choose a specific challenging problem from your past experience. Discuss the methods you used to analyze and approach the problem, the steps you took to solve it, and what you learned from the experience.

Talk about your knowledge of the financial services industry, including trends, regulatory requirements, and technological advancements. Relate this understanding to how it shapes your approach as an Application Product Support Analyst I.