Lead Analyst - Product Support(Service Desk, 24/7 Shift)

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

We are seeking a dedicated and detail-oriented person to join our User Access Provisioning centralized team and Weekend Service Desk (WSSD). The successful candidate will play a pivotal role in managing user access to various systems and applications. This role involves provisioning and de-provisioning user access, monitoring access activities, and ensuring all actions comply with organizational security policies and regulatory requirements.

The candidate will also provide support to FIS clients using multiple FIS products, ensuring timely and effective resolution of access-related issues. The team will work in rotational shifts 24*7 across all days to provide seamless coverage and support, maintaining continuous client support and addressing any urgent access management needs during weekends.

What you will be doing

Your main responsibilities would be to be the first point of contact for all client requests related to User Access Management. From time to time you would also be expected to provide support to Weekend Service Desk activities over Weekends.

Principal Responsibilities: The successful candidate will be involved in all the following aspects of the role:

• User Access Provisioning: Process requests for new user accounts, modifications, and deactivations in a timely and accurate manner. Assessing and determining the access levels required for different users based on their roles and responsibilities
• Monitoring and Logging: Monitoring and logging access activities to identify any unauthorized access attempts
• Access Reviews: Conduct regular access reviews to ensure that users have the appropriate level of access based on their roles and responsibilities.
• Compliance: Ensure compliance with internal policies, procedures, and regulatory requirements related to user access management.
• Documentation: Maintain comprehensive documentation of access management processes, procedures, and changes.
• Training and Support: Provide training and support to end-users and other stakeholders on access management policies and procedures.
• Process Improvement: Recommending and implementing improvements to access management processes and systems
• Incident Management: Investigate and resolve access-related incidents and issues, escalating to the appropriate teams as necessary.

What you bring: 

Knowledge / Experience / Skills

• Experience of working in 24x7 support teams (including night shifts). – Mandatory
• Knowledge of IT environments, hardware and technology (servers, networks, virtualization and cloud).
• Strong understanding of access management principles and best practices.
• Proficiency with access management tools and technologies.
• Excellent oral and written communications skills
• Experience of working with multiple Ticketing Tools
• Good analysis and problem-solving capability - Desirable
• Working knowledge of diagnostic utilities – Desirable

• Excellent problem-solving and analytical skills.
• Attention to detail and a high level of accuracy.
• Ability to work independently and as part of a team.

Qualifications

Bachelor’s degree in science/computers/engineering or the equivalent in education with relevant experience

ITIL v3 Foundation or higher (Desirable) / familiarity with the fundamental principles of ITIL

Competencies

• Fluent in English
• Self-starter but team mindset - work as part of a global team
• Customer service and team focus
• Ability to work effectively with minimum supervision with a strong sense of ownership

What we offer you

• A modern, international work environment and a dedicated and motivated team
• A competitive salary and benefits
• 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
• Great workspaces with dedicated and motivated colleagues
• A broad range of professional education and personal development opportunities
• A work environment built on collaboration, flexibility and respect

With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions.  We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe.  FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.

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 FIS Online Privacy Notice.           

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.

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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