Job Description Every day, our teams innovate across the world of finance. We collaborate to work smarter, while making a difference. We believe in diversity and inclusivity, giving a voice to everyone on the team. And we celebrate our success together. About the role: NO SPONSORSHIP AVAILABLE The RAFT SRE team is responsible for day-to-day support for a real-time transaction processing application called RAFT. RAFT is a mainframe application written in assembler that processes credit, debit, gift cards, etc for some of the largest retailers in the US. As a Senior System Support Analyst you will be working to ensuring the system is healthy and available for our customers. You will provide direct support to internal and external customers by researching issues and answering questions that are directed to our team through Service Now. You will also join bridge calls and work incidents in a high pressure, fast paced environment to restore service during outages. What you will be doing: • Conducts transaction level research and provide feedback and direction to customers. • Monitors application capacities and implements necessary changes as needed. • May conduct code-level software analysis to identify root cause of bugs and/or system modifications as needed. • Joins Incident bridge and solves issues in high pressure situations. • Interfaces with internal clients, vendors, managers, IT and Product Development to resolve problems. • Analyzes problems, documents and communicates resolution and conducts follow up. Escalates problems to appropriate teams when necessary. • Assists in documenting current and new system feature in our knowledge base. • Represents team on cross-functional teams for production, support and development activities. • Participates in regular Audit testing. • Writes queries and creates reports for customers. • Participates in disaster recovery/business continuity activities as needed. • Interacts with internal departments all over the world to resolve issues. • Interprets and presents data and conclusions to management as needed. • Participates in 24 x 7 on-call rotation for all assigned production-related systems. What you need: NO SPONSORSHIP AVAILABLE Bachelor’s degree in computer science, management information systems, business administration or other related discipline or the equivalent combination of education, training, or work experience. Experience in one or more of the following disciplines: systems analysis or system support preferred. • Knowledge of the basic principles, processes, phases and roles of ITIL framework • Experience with DB2 with a demonstrated ability to write complex queries for data validation and troubleshooting. • Ability to successfully manage multiple concurrent tasks • Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors • Ability to work well in a fast-paced, high stress team environment • Ability to work independently and intuitive ability to prioritize assignments • Excellent customer service skills that build high levels of customer satisfaction for internal and external customers • Willing to participate in 24x7 Oncall rotation as well as working occasional shifts outside of normal business hours • Must be highly flexible and adapt to changing priorities • Must be extremely detail-oriented and thorough in completing tasks • Willing to take on responsibilities and challenges Additional bonus if you have: • Previous experience working in Service Now • Knowledge of Assembler programming language • Previous experience working in the Payments Industry What we offer you: 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 A variety of career development tools, resources and opportunities Time to support charities and give back in your community A fantastic range of benefits designed to help support your lifestyle and wellbeing 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. #pridepass