Analyst II, Product Technical Support

FIS Management Services LLC is hiring an Analyst II, Product Technical Support to manage client incidents and requests from identification through resolution. The role involves assessing and researching issues, coordinating support resources, meeting service-level commitments, documenting resolutions, and recommending process improvements. ResponsibilitiesUnder general supervision, oversees incidents and requests comprehensively, ensuring a holistic and exceptional end-to-end client experience from identification through resolutionApplies practical knowledge in gathering incident information through insightful client conversations and leveraging advanced self-service support toolsCommunicates progress persuasively and promptly, delivering updates to clients and internal stakeholdersApplies practical knowledge in conducting meticulous initial assessments, triages, and research for basic incidents, showcasing understanding of software products and infrastructure componentsCoordinates the