Service Delivery Analyst Ii

2 weeks ago

Toronto, Canada FIS Global Full time

**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**Education Desired**:
Associate's Degree
**Travel Percentage**:
0%
Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

**What you will be doing**
- Provides technical support activities for a software production processing environment.
- Detects, diagnoses and reports related problems.
- Provides consultation to internal users with regard to software capabilities and use.
- Follows escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner.
- Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
- Assists development teams in requirements definition, system design and delivery of projects.
- Verifies technical specifications for development projects.
- Acts as project liaison/Services Delivery advocate on projects.
- Assists client support with development of internal and client directed communications related to incidents, problems or known errors.
- Conducts production support validations/certifications and accepts turnover from development.
- Provides standardized operational reporting metrics to business as well as information technology management.
- Monitors and maintains product availability, capacity and performance for products based on defined service level.
- Participates in change management reviews, confirmation of changes implemented and validate associated documentation.
- Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times.

**What you bring**:

- Associate’s degree or Bachelor’s degree or the equivalent combination of education, training, or work experience.
- Requires five to seven years of experience in service delivery or related discipline
- Communicates ideas both verbally and in written form in a clear, concise and professional manner appropriate to audience including executive levels
- Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problems
- Ability to demonstrate interpersonal and teambuilding skills and manage conflict
- Ability to analyze and solve problems using learned techniques and tools including escalation practices
- Team skills, including the ability to establish and maintain effective working relationships
- General business skills, industry knowledge, financial management and planning skills
- Strong analytical, statistical and problem solving skills
- Ability to utilize judgment in decision making process and decisions related to job tasks
- Strong organizational skills and ability to handle multiple tasks and meet deadlines
- Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public

**What we offer you**
- A competitive salary and benefits
- A variety of career development tools, resources and opportunities
- Time to support charities and give back in your community

**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.

**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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