Fis
IT Service & Incident Analyst II
US GA CMH ONE RIVERFRONT · Mid · Full-time
No sponsorshipDetected 1 day ago
Customer SupportCommunication
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16Unrated
Cap-exempt (no lottery)0
Sponsors this role0
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- 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.
- Ensures the determination of root cause and resolution of incidents within appropriate timescales.
Responsibilities
- 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.
- A vibrant team environment and the opportunity to build a career in the core banking/payments domain.
- ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position.
Requirements
- Bachelor's Degree.
- Relevant Experience or Degree in IT services/technologies.
- Willing to accept additional experience in lieu of a degree.
- Typically, a minimum of 2 years of relevant experience.
- Candidates must be legally authorized to work for any employer in the United States (or applicable country) on a full-time basis without the need for current or future immigration sponsorship.
- A multifaceted role with a high degree of responsibility and a wide range of opportunities.
- If you are made a conditional offer of employment, you will be required to undergo a drug test.
Nice to have
- Major in Computer Science is strongly preferred
- other majors are considered.
Compensation
- Competitive salary and attractive benefits
Benefits
- Competitive salary and attractive benefits
- A broad range of professional education and personal development possibilities - FIS is your final career step
Company info
- 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.
- 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 US‑shift role, with working hours from 9:00 AM to 5:30 PM EST
- ITIL Foundation (current version) Certification
- ServiceNow experience
- An exciting opportunity to be part of the world's leading FinTech product organization.
Equal opportunity
- FIS is an equal opportunity employer.
- The EEO is the Law poster is available here supplement document available here
- 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.
Visa & Work Authorization
- At this time, we are unable to offer visa sponsorship for this position.
This listing is sourced directly from Fis's careers page and normalized into a canonical job model.