Service Delivery Analyst II

3 days ago

Makati City, National Capital Region, Philippines Fidelity International Resource Management, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we'd like to ask you: Are you FIS?

Role location: Hybrid (three days in-office, two days virtual)

What you will be doing:

  • Validation and Analysis of issues reported by the end-user for user interfaced application of card management tool and financial transactions
  • Coordination of issues to respective support for both application and infrastructure
  • Prioritizing and resolving Level 1 issues and perform escalation to L2, L3 support and echo the same to stake holders
  • Collaboration with internal and external groups for requirements necessary for the investigation of an incident
  • File Service Request and Incidents through a ticketing tool and monitor delivery within SLA
  • Prepare weekly and monthly deck for open and resolved Service Requests and Incidents
  • Gather and monitor updates of serviced Incidents and Service Requests from the client through weekly meeting session
  • Other related duties assigned as needed.

What you will bring :

  • Bachelor's degree in Computer Science, IT, and any related Technical courses.
  • Candidate must have at least 2 years of relevant work experience as application support in Financial Services.
  • Experience as L1 Support for incidents through email support.
  • Proficiency in MS Office: Word, Excel, PowerPoint, and Outlook is a must.
  • Experience in preparing and performing presentations.
  • Fluent in English for both verbal and written communication
  • Experience on any card management system and/ or retail banking is a plus.
  • Experience in using ServiceNow is a plus

What we offer you :

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

  • Flexible and creative work environment
  • Diverse and collaborative atmosphere
  • Professional and personal development resources
  • Opportunities to volunteer and support charities
  • Competitive salary and benefits

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