Analyst II, Application Maintenance & Support

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Job Description

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?

Job Profile Summary

Provides intermediate-level application support by troubleshooting and resolving incidents, monitoring system health, and partnering with development teams to address defects and improve application performance.

About the Role:

Resolves moderately complex application issues and incidents, applying technical knowledge and structured problem-solving methods to restore service and prevent recurrence. Monitors system health, performance metrics, and application behavior to identify risks and support continuous improvement.

Collaborates with development and cross-functional teams to investigate defects, coordinate bug fixes, validate solutions, and communicate detailed technical insights. Documents resolutions, known issues, and support procedures in the knowledge base to improve consistency and efficiency across the organization.

This developing technical role handles semi-complex, non-routine assignments with limited supervision. The colleague independently analyzes multifaceted issues, considers relevant technical and business factors, develops innovative solutions, and manages assigned work through completion.

What you will be doing

• Resolve moderately complex application incidents, service requests, and technical issues within agreed service levels.

• Diagnose root causes using application logs, monitoring tools, system data, and established troubleshooting methods.

• Escalate defects to development teams, provide clear technical evidence, and support testing and validation of fixes.

• Monitor application health, availability, performance, and capacity metrics; identify risks and recommend corrective actions.

• Analyze recurring incidents and contribute to problem-management activities that reduce repeat issues.

• Document incident resolutions, workarounds, known errors, and support procedures in the knowledge base.

• Maintain accurate records of support activity, issue status, technical findings, and customer communications.

• Collaborate with development, infrastructure, operations, and business teams to resolve cross-functional issues.

• Communicate technical findings, issue impacts, and recommended actions to stakeholders in clear, appropriate language.

• Independently manage assigned semi-complex work, prioritize tasks, and meet agreed delivery commitments.

• Identify opportunities to improve support processes, application reliability, and operational outcomes.

• Apply technical knowledge and advanced problem-solving techniques to develop practical, innovative solutions.

What you will need:

• High School Diploma or Equivalent

• Typically, Minimum 4 Years Relevant Experience

• Preferably experience in a production or manufacturing environment

• Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.

• Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decisions in resolving issues or in making recommendations.

• Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.

What we offer you:

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

• Flexible and creative work environment

• Inclusive and collaborative atmosphere

• Professional and personal development resources

• Opportunities to volunteer and support charities

• Competitive salary and benefits

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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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