Analyst II, Incident / Problem Management

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 that combine incident management with the demands of financial services and modern 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.

About the Team

Our team comprises professionals capable of providing 24x7 support, management, and escalation of Priority 1 and Priority 2 production-impacting incidents across multiple products we offer to our client base. We work on critical and impactful challenges within financial services and technology, as part of a collaborative and dynamic team. The role focuses on ensuring rapid service restoration, coordinating effectively with technology teams, and maintaining timely communication with stakeholders.

What You Will Be Doing

Works to perform a set of activities where specialized roles/functions provide value to customers in the form of Incident Management, Change Management, and/or Problem Management. Collaborates with internal technical resources for incident and problem management, responding to issues with actual or potential impact to client service. Ensures the determination of root cause and resolution of incidents within appropriate timescales. Creates and manages post-incident analysis, trends, reports, metrics, action recommendations, and tracking. Drives the change process with minimal impact to client service.

What Part Will You Play?

• Enters and participates in the scope and impact evaluation of an incident into the corporate ticketing system and Incident Tracking System to document the status and resolution of incidents. Annotates the steps taken to reach incident milestones to produce a technical timeline within the incident tracking system and closes the ticket when service has been restored.
• Engages, escalates, and communicates notifications as needed to Level 3 technical support, management, and critical incident management. Opens Meet-Me bridge Lines (MML) for technical teams to gather and begin working toward a resolution.
• Coordinates internal technical and business teams in the resolution of incidents impacting client service delivery and in identifying action plans.
• Provides technical feedback for communication to internal and external clients. Assesses incident criteria to determine if a formal root cause analysis is needed. Collaborates with technical resources to determine the root cause of an incident and provides a written incident report within the client SLA/OLA timelines. Provides problem-management action plans within appropriate timescales and escalates as needed. Assists other Senior Analysts with trend analysis, recommendations, and action tracking.
• Ensures all change activities follow appropriate processes for planning and authorization. Ensures supplier change processes are aligned with client contractual requirements. Champions and supports the change management function, ensuring understanding and compliance with standard methods, processes, and procedures from all internal and external parties.
• Facilitates the service transition process by maintaining the product catalogue in line with current business requirements.
• Participates in the continual service improvement process by providing feedback and key data points to enhance existing processes and services in line with enterprise policy.
• This is a UK-shift role, with working hours from 9:00 AM to 5:30 PM GMT

• Bachelor's Degree. Relevant Experience or Degree in IT services/technologies. Major in Computer Science is strongly preferred; other majors are considered. Willing to accept additional experience in lieu of a degree.

• Typically, a minimum of 2 years of relevant experience.

• Skills / Knowledge - Developing professional expertise; applies company policies and procedures to resolve a variety of issues.

• Job Complexity - Works on problems of moderate scope where analysis requires reviewing multiple factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.

• Supervision - Normally receives general instructions on routine work and detailed instructions on new projects or assignments.

Added Bonus If You Have

• ITIL Foundation (current version) Certification
• ServiceNow experience

• An exciting opportunity to be part of the world's leading FinTech product organization.
• A vibrant team environment and the opportunity to build a career in the core banking/payments domain.
• Competitive salary and attractive benefits
• A multifaceted role with a high degree of responsibility and a wide range of opportunities.
• A broad range of professional education and personal development possibilities - FIS is your final career step