Analyst II, Product Technical Support

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
You will provide Level 2 technical support for a complex fixed income processing suite used across trading, accounting and client servicing workflows. Your role focuses on researching, diagnosing and resolving non-routine issues that require deep application knowledge and analytical problem solving. Success is measured by accurate issue resolution, clear communication with stakeholders, and your ability to independently investigate and resolve complex client problems.

What You Will Be Doing
Investigating and resolving Level 2 product support issues across fixed income processing platforms
Researching complex problems by reviewing reports, logs, and customer documentation within the application
Analyzing client issues related to trading, accounting, portals, and downstream data flows
Supporting client access issues, missing documentation, and data discrepancies
Monitoring shared support queues and managing assigned tickets based on daily scheduling priorities
Taking ownership of complex, research-intensive issues while collaborating on higher-volume requests
Communicating findings and resolutions through clear, descriptive written updates
Providing professional phone support to explain issues, resolutions, and next steps to clients
Building deep product knowledge of a system that requires extended learning and patience
Identifying root causes and contributing to knowledge documentation and process improvements

Required Qualifications
Experience providing Level 2 technical or application support for enterprise systems
Strong analytical and research skills to diagnose issues in complex, data-driven platforms
Demonstrated ability to independently review documentation and identify solutions
Clear written communication skills for detailed ticket updates and client correspondence
Professional verbal communication skills for client and internal phone interactions
Working knowledge of financial services systems or capital markets environments
Ability to manage multiple issues within a structured ticketing and scheduling model
Bachelor's degree or equivalent combination of education and relevant

experience

Preferred Qualifications
Experience supporting fixed income or capital markets platforms
Familiarity with treasury bills, treasury notes, or mortgage-backed securities
Exposure to trading systems, accounting platforms, or client portals
Experience retrieving and analyzing reports to troubleshoot data issues
Background working with banking or financial institution clients

What We Offer you
At FIS, you can grow your career as far as you want to take it. Here's what else we offer:

Opportunities to make an impact in fintech
Personal and professional learning
Inclusive, diverse work environment
Resources to give back to your community
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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