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Senior Support Specialist - Prophet

Job Description

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.

The experience that you will bring
  • Prior Client Support experience required
  • Actuarial background required
  • Suited to an experienced candidate with a high level of mathematical acumen and problem-solving expertise in either a software support or other technical role.
  • Evidence experience with/supporting/administrating insurance-based systems
  • Familiarity with the fundamental principles of ITIL.
  • Strong ability to find solutions
  • Experience with Microsoft desktop and server operating systems.
  • Knowledge of cloud and desktop infrastructure, including workstations, servers, virtual technologies - AWS a plus
  • Working knowledge of databases, database architecture and database administration
  • Understanding of SQL, XML, Windows Powershell preferred but not required
  • Candidates will also possess strong communication, problem solving and analytical skills. Full training in the Prophet suite of applications will be provided.
  • Can think laterally - suggest pragmatic solutions to complex IT issues.
  • Strong diagnostic and demonstrable problem-solving skills are required
  • Be a self-starter with the ability to work effectively with minimum supervision and take responsibility for own development
  • Hold a strong sense of ownership and focus on delivering high-quality results

What you will be doing

This role provides customer support in the Prophet application support team, as part of the FIS Insurance Client Experience team. Prophet is an actuarial production platform consisting of a suite of applications covering the model development through to results production and automating the end-to-end production workflow. Prophet is used by many global insurance organizations, and the role will be to provide a high level of customer support and technical expertise to help clients get the best use out of the applications and to further the develop of the product.

Primary responsibilities will be to manage the incoming application queries and assess, diagnose and troubleshoot the issue raised, and to resolve issues from installation technical, to functional.

Support - help clients resolve problems related to the Prophet application and other associated applications related to Prophet.

Types of activities include:
  • Solve complex issues - some numerate, some technical, some code/scripting related
  • Provide effective and practical solutions to customers
  • Software licensing assistance
  • Guidance in how to improve the user experience of Prophet and other associated applications
  • Identify technical/IT issues
  • Develop - providing support to the product managers as part of the product development lifecycle, including:
  • Running model test packs, assisting with software UAT and feedback
  • Interact - FIS teams are internationally based, and candidates will be part of an international team focused on delivering high-quality solutions and support to customers based worldwide.
  • Work with other Prophet teams to achieve team objectives and ensure high quality customer satisfaction with the service desk
  • This position requires close working with onsite technical & actuarial consultants, other geographically dispersed support staff and clients.
  • Document - Contribute to service desk online knowledge base and client support documentation; develop and maintain procedural and policy documentation.
  • Report - Create and analyze service desk reports to identify problems and areas for improvement and quality control

What we offer you
  • A broad range of professional education and personal development possibilities - FIS is your final career step!
  • A competitive salary and benefits
  • A work environment built on collaboration, flexibility and respect
  • Varied and challenging work to help you grow your skillset

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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