Omnipay Client Services Level 2 Analyst

Calling all innovators – find your future at Fiserv.

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Omnipay Client Services Level 2 Analyst

What does a successful Client Services Level 2 Analyst do?
As a Client Services Level 2 Support team member, you provide front line technical support for our clients across the globe. You define the client experience by working with internal teams who support clients and resolving queries within agreed service levels. You bring a strong passion for analysis with a keen focus on quality and detail, and are genuinely interested in understanding the whole technology stack. You communicate your analysis with great clarity and are able to discuss technical situations at a detailed level as a trusted partner in possibility.

 

What you will do:

• Resolve technical client queries received through multiple channels via in-depth analysis or in conjunction with internal teams
• Take ownership for query analysis, investigation and resolution in line with agreed service levels
• Analyse statistical and production data to identify patterns and suggest improvements to the Team Leader and Manager for Fiserv and client business management
• Develop new SQL processes to enhance data extract requirements
  Manage escalated queries and client-critical issues that may hinder achievement of agreed service levels
• Ensure the business is kept informed of application issues in a timely and clear manner
• Interact with other team members and management to improve efficiency and effectiveness of the unit
• Work continuously with the Team Manager and independently to design and create data reports and reporting tools that enhance day-to-day operations
• Provide on-call, bank-holiday and weekend support on a rotational basis

What you will need to have:

• Practical experience creating or maintaining SQL-based data extracts and reporting solutions
• Excellent written and verbal communication skills
• Self-motivation with the ability to work on own initiative or as part of a team
• Working knowledge of Excel and VBA for data analysis and reporting
• Strong quality focus with high attention to detail and accuracy
• Ability to work under pressure to tight deadlines with a clear commitment to service delivery

What would be great to have:

• Experience collaborating with Level 1 Support, Service Managers and Level 3 Production Support teams
• Proven capability in managing escalated and client-critical issues in a production support environment
• Demonstrated ability to interpret statistical and production data to drive process improvements
• Confidence in communicating with employees and stakeholders at all levels within the company

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.