We are looking for a Business Technical Services Analyst to join our team, supporting a portfolio of clients by acting as a trusted technical partner and escalation point. This role sits at the intersection of business and technology, working closely with clients and internal teams to translate requirements into effective solutions, ensure service excellence, and support delivery against agreed service levels.
Working hours: Monday - Friday 37.5 hours per week within the hours of 08:00am - 6:00pm. This role includes participation in an on‑call rota, providing out‑of‑hours support on a rotational basis (approximately 1 week in every 5). This role is a Hybrid position with a requirement of working Tuesday, Wednesday and Thursday in office.
What we offer:
Life insurance, income protection, critical illness insurance
Annual leave, 26 days + bank holidays off
Retail Discount
Cycle to Work scheme
Vehicle Breakdown cover
Electric Car Scheme
Dining Card
Private Medical Insurance
Dental Insurance
Employee Stock Purchase Plan
Pension
Subsidized Onsite Canteen
What part will you play?
Establishes a positive rapport with the client(s) to develop and maintain technical relationships with peers within the client's organization, analyzes the client's business, objectives and expectations, and acts as go-to person on all aspects of services and support for respective relationships.
Evaluates the client's business requirements, estimates effort, and guides the client to utilize standard solutions while maximizing revenue. Evaluations are typically change requests of limited complexity that require knowledge of client's business (e.g. client move from magstripe to chip card). Understands card business/transaction processing/payment schemes. Occasionally supports higher level analysts on sub-components of major initiatives.
Converts the client's business requirements into detailed technical specifications, presenting them internally and externally while securing requirement sign-off. Formulates technical scenarios for Custodians.
Supports business in presenting Global Payments and Global Payments' solutions and services, with the objective to generate revenue by meeting with non-management client representatives to demo products and services covered under the clients subscription agreement, but not currently being utilized. Complexity of the requirement or client will typically be lower for this level, e.g. fewer/single country focused, fewer projects running concurrently, fewer cards supported.
Acts as point of contact.
Documents and maintains the client's system environments by keeping records of client functionality, environment and client specific documentation while providing to more senior levels for review.
Performs routine release management (typically limited in complexity due to Schemes supported and concurrent projects) between Service Desk, Compliance and Project as well as client activities such as Payment Card Industry audits and internal projects, ensuring that code release doesn't negatively impact client operations.
Executes simple to medium complex project/development work plans and revises them as appropriate to meet changing needs and requirements.
Acts as 24x7 first line Service Desk support, performs severity assessment and assigns severity level, and monitors adherence to Service Desk SLAs (Service Level Agreements).
What are we looking for in this role?
Minimum Qualifications
Experience in using AWS platform and Cloud Services
Bachelor's Degree
Relevant Experience or Degree in: Bachelor's degree in Information Technology or related field
Typically Minimum 4 Years Relevant Exp
Experience in API, analysis, programming and issue analysis of financial services software
Preferred Qualifications
Master's Degree
In Information Technology or related field
Typically Minimum 6 Years Relevant Exp
Including experience in financial services software and solutions programming, installation, certification, issue resolution, business, requirements gathering, technical design, technical presentation, proven experience in writing and analyzing Prime Licensing code
IT Infrastructure Library (ITIL) and/or Project Management Professional (PMP) or equivalent certification
Desired Skills and Capabilities
Skills / Knowledge - A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.
Job Complexity - Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
Database development skills in Oracle PL/SQL
Programming skills in C, C++, ANSI C or VB.NET, ASP.NET and Microsoft Visual Studio Knowledge of UNIX/Linux Operating Systems
Bankcard Business Knowledge - Good understanding of the bankcard business requirements and process flows
Language Skills - Good knowledge of English, written and verbal and in Commonwealth of Independent States (CIS) and Brazil command of local language. In all other regions, additional client languages an advantage
INDMK
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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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