Sr Professional, Application Specialist
Fiserv
Barreal, Costa Rica
hace 4 días

Position Purpose

Our purpose is to deliver superior value for our clients through leading technology, targeted innovation, and excellence in everything we do.

We as Fiserv, go beyond payments and financial services, in this Job you will join a team which provides managed services and application support for our Enterprise Content Management (ECM) clients.

The selected candidate will work on challenging production environments to resolve client issues and questions as well as to perform monitoring and tune-up for the applications in scope for the role.

Business Description

Provide application and related technical support as well assistance with the contracted managed service for clients of Fiserv’s Nautilus (OnBase) product.

Duties include detailed and technical problem analysis, setting up complex technical environments to reproduce client problems, work with different Fiserv teams, vendors, and other team members to resolve all questions and / or problems related to ECM applications.

Communicate with clients on a regular basis and provide the clients with status updates on current support cases, organize and take part in regular support review meetings with clients as needed.

This position focuses on resolving high complexity support issues which may involve troubleshooting system issues in the C&L ASP environment.

Address higher level support calls and collaborate with senior staff as well as QA and development teams to troubleshoot complex problems.

Job Responsibilities and qualifications :

Information & Technology :

Demonstrate an accepted level of knowledge and proficiency of the below technologies :

Microsoft SQL Server Administration (Monitoring, recovery, and maintenance).

Microsoft Transact-SQL. (comfortable with queries creation and execution)

Microsoft Windows Server Administration (Storage, Internet Information Services, Services, etc.).

Troubleshooting Software (Process Monitor, Fiddler, Wireshark).

SFTP / FTP protocols.

Secure communication protocols management (HTTPS, SSL, etc.)

Cloud Computing Services Knowledge (SaaS, IaaS, PaaS).

Virtual Meetings technologies (Teams, Cisco WebEx, Zoom).

Microsoft Office for individual use (Outlook, MS Excel, MS Word, MS PowerPoint, OneNote).

Familiar and proficient working on Virtual environments and using VPNs.

Preferred knowledge / proficiency of the below technologies :

Microsoft Active Directory.

ITSM tools (ServiceNow).

Organizations & People :

Technical and business acumen to deal with the below situations :

Maintain professionalism with various levels of client personnel.

Demonstrate strong written and oral communication skills (Active Listening, Client Focus, Negotiation).

Demonstrate strong analytical skills (Adaptability, Desire to learn, Logical Thinking, Problem Solving, Critical Thinking).

Team player (Empathy, Collaboration, Accepting and providing Feedback).

Able to perform under pressure

High attention to detail

Partners & Suppliers :

Technical and business acumen to deal with the below situations :

Maintain professionalism with various levels of client personnel.

Customer Oriented Mindset ( Value creation Focus).

Follow up and accountability with third party companies to assure the best quality of service to Fiserv’s clients.

Procedures : Compliance with :

Compliance with :

Established Service Level Agreements and escalations procedures.

Incident, Problem and Change Management processes.

Preparation and assistance to Daily Status meetings.

Corporate Training, Policies and Standards.

Collaboration with identifying and proposing innovation and continues improvement initiatives.

Education & Experience :

College degree : Computers, IT Bachelor’s Degree, or equivalent experience.

3 5 year software support / technical client services related experience.

English : Strong written and communication skill.

Experience in the financial services industry is a plus.

Other desired skills and competencies :

Leadership Skills (Decision making, Mentoring, Time management).

Self-driven (Self-learner, organized and self-motivated).

ITIL, Agile or Microsoft Certifications / Experience is a plus.

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