Analyst II, Product Technical Support

Analyst II, Product Technical Support FIS Global - 3.4 Jacksonville, FL Job Details Full-time 12 hours ago Qualifications Phone communication Enterprise software Customer support ticket management Systems & applications support Client interaction via phone calls

Full Job Description Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business 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. #pridepass