Banking Support Analyst

at  FIS Global

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

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