Position Summary : Provide support to clients for all existing and future Payment product offerings provided by Finastra.
Primary Responsibilities : Provide professional application and technical support & consultation to clients of Finastra Payment products, typically banks or major corporations You will be part of a team who works closely with clients to ensure they derive the greatest possible value from the use of our product Provide tier 1 & 2 support : act as initial escalation point for Operations & Application Support staff and the customer;
provide guidance and training for support staff of all levels; execute escalation procedures when applicable, as defined by management Work collaboratively with customers’ and Finastra technical groups for connectivity to various interfaces / applications such as the Federal Reserve Bank, Depository Financial Institutions, and other third party vendors Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, relevant information and using appropriate customer-facing communication as judged by management.
Cases are accessible internally and by Finastra clients. Lead installation, implementation and client coordination of testing fixes provided by Development for Production related issues;
document work following change control protocol Create and maintain documentation pertaining to daily operations of the Payments Customer Support Group Install and Maintain Test Environments for all Payment Products for support of the Payments Group Participate in and sometimes lead infrastructure changes that relate to Payment products Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications Finastra sells Qualifications / Experience : Bachelor’s degree / completed studies in Information Technology (concentration in Computer Science or Computer Engineering preferred) Experience and good knowledge of IBM i (AS400) COBOL knowledge and development experience knowledge and experience with CLP (Control Language Program), FTP, Query and SQL Experience with support of technical services and must have the ability to quickly learn the technical aspects needed to support the products Prior experience in supporting customers of banking or financial software applications preferred Ability to multi-task and manage changing priorities to meet demands of clients Demonstrated ability to contribute to an atmosphere of teamwork through collaborative behavior and open communication Experience interfacing with others via phone and email at all levels from senior management to junior staff Excellent analytical and communication (Verbal and written) skills;
process-oriented Participate with other team members in rotating schedule for on-call duty and early shift, with possibility to convert to formal early shift assignment Speak and write English to an excellent standard German skills would be a plus Know-How Prerequisites knowledge of electronic payments, interbank payments, SWIFT and SEPA welcome Good analytical and communication skills L1 & L2 Support Goals Can do triage, find root causes and recommend recovery procedures in case of system failures and degradations Can answer typical operation and monitoring related questions Can support DR failover and other customer testing activities Can gather all required evidence in case of escalation to 3rd level support