Analyst II, Product Technical Support

Product Technical Support Analyst

Rotational Shift (includes night shift)

Job Location: Pune

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:

The Client Support Rep must effectively communicate and support the services and products that FIS Wealth provides. Possess knowledge regarding the Trust & Financial Services industry, which includes operational and system functionality. Accountable for building relationships at all levels with the client and developing an understanding of various client business models. Deliver increased value, productivity, and overall satisfaction to the client. Possess the qualities required to maintain a high level of client satisfaction with an assigned client base.

What You Will Be Doing:

• Provide operational and application support for Wealth related processes and systems.
• Assist with daily support activities, issue investigation, and troubleshooting with minimal escalation.
• Respond to customer inquiries via telephone or in writing via tickets.
• Navigate and interpret mainframe systems, including batch processes and system outputs.
• Follow documented procedures while identifying issues that require escalation.
• Read Wealth System Documentation and interpret system functionality.
• Support ongoing process improvements by adhering to quality, accuracy and control standards.
• Participate in continuing education and skills enhancement to maintain up-to-date knowledge on industry trends and system features/functions.
• Learn TrustDesk & 3270 functionality around Account Opening, Closing, Maintenance, trading, income payment, building/running report writers and TD downloads
• Checkpoint changes and Dataset Updates – handled in TSO
• Formatting, creating, loading batch file maintenance
• Monitoring and responding to SNOW tickets
• Must be capable of handling client facing communication beyond SNOW ticket – email or phone call if the client requires a deeper conversation
• Internal communication with Client Support teams that support the FIS Bank Deposit systems

Preferred Qualifications

• Prior experience in a trust, custody, or financial services environment
• Exposure to reconciliations, operational workflows, or back-office processing
• Demonstrated technical aptitude with a willingness to learn complex systems

What You Bring:

• Overall experience of 3-6 years
• Good in navigating transactional terminal-based applications, including 3270 screens, and supporting operations through the Trust Desk application.
• Strong working knowledge of Microsoft Office applications, particularly Microsoft Excel (formatting, file extensions, and data handling) and Microsoft Access, including database navigation and basic usage.
• Experienced in handling file import and export processes, ensuring data accuracy and integrity.
• Possess basic knowledge of Identity and Access Management (IAM) activities, including user access setups.
• Responsible for monitoring, responding to, and managing incidents and requests using ticketing tools such as ServiceNow (SNOW).

Key Skills Required for this Role:

MS Office, Advance-Excel, MS-Access, Monitoring, SQL, Trust Accounting

Batch File Management, SNOW, Identity & Access Management

What We Offer You:

• An exciting opportunity to be a part of World's Leading FinTech Product MNC
• To be a part of vibrant team and to build up a career on core banking/payments domain
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities – FIS is your final career step!