Service Delivery Analyst Senior
FIS Global 388 reviews - Saint Petersburg, FL

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Job summary:
Performs support activities required to maintain a high level of availability and stability for one or more applications including but not limited to, incident/problem analysis and resolution, change deployment and certification, application performance, application operations management, and development support.

  • Provides technical support activities for a software production processing environment
  • Installs, maintains and supports application/source code and/or its components and subsystems, including 3rd party software
  • Detects, diagnoses, and reports related problems
  • Analyzes and resolves incidents, problems, or known errors related to failures in application and supporting software components
  • Provides technical assistance to programming staff in the analysis of application software abends, performance, and resource consumption
  • Creates and maintains complete documentation relative to the support of application software
  • Provides twenty-four hour support for applications and supporting software
  • 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
  • Plans and supports application specific disaster recovery activities, including development and maintenance of documentation
  • 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
  • Provides support to the application security functionality and related administrative and audit services
  • 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 upon and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times
  • Other related duties assigned as needed
Associate's degree or Bachelor's degree in a related discipline or a combination of education and experience as required for the specific job level

  • Communicates ideas both verbally and in written form in a clear, concise, and professional manner appropriate to audience including executive levels
  • Requires a working knowledge of applications and utilities used by supported products
  • 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 understand and apply concepts
  • Ability to analyze and solve problems using learned techniques and tools including escalation practices
  • Skilled use of Microsoft Office package and related software applications is required
  • 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
Advanced professional role requiring high skill with extensive proficiency. Works independently with only administrative supervision and the ability to overcome major obstacles and recognize early when issues should be escalated or a senior peer needs to be consulted. Wide latitude for independent judgment and is expected to provide guidance and cross-training to others. Effectively communicates with all levels of technical and non-technical personnel. Consults with senior peers on moderate to complex processes to learn through experience. Typically requires a minimum of 5 to 7 years experience in service delivery or related discipline.

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.

EEO/AA Employer


IT Operations

Primary Location

US-FL-Saint Petersburg FL




Day Job

About this company
388 reviews
FIS™ is the world’s largest global provider dedicated to banking and payments technologies. With a long history deeply rooted in...