Enterprise Incident & Problem Management Analyst at FIS

| Greater Denver Area | Remote
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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.
About the team:
Managing the Business Communication Team for Merchant Solutions, Banking Solutions & Capital Market Platform. Specializes in handling and overseeing internal and external communications within the team, ensuring accuracy and timeliness. Their responsibilities typically revolve around developing strategies for better communication process for the Business Platform.
Possess an analytical mind, an ability to communicate complex ideas to senior business leaders, and a desire to make a meaningful impact on a dynamic, high-growth technology company. This position oversees team members globally 24/7.
What you will be doing:
  • Manages global incidents across multiple data center environments to protect production systems critical to business success.
  • Ensures contractual service level agreements are met in support of client and company mission-critical business requirements.
  • Works across a wide array of product lines and engages various levels of management on a day to day basis.
  • Develops, coordinates and promotes incident and problem management activities across the entire enterprise and takes responsibility for effective functioning of these processes across organization.
  • Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
  • Makes decisions regarding real-time incident resolution activities and selecting client situations for executive & management escalation updates.
  • Acts as a liaison between the business and technology teams for high severity incidents (priority 1 and 2 spanning across the entire enterprise and escalates as appropriate.
  • Maintains trend data and metrics related to incidents and problems for clients and executive reporting.
  • Recommends and documents departmental standards and procedures.
  • Consults with other teams on proper integration and correlation of the incident and problem management process and their respective areas.
  • Ensures effective and rapid response to major incidents.
  • Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process.
  • Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by business and technology needs.
  • Compiles the enterprise post incident report and works with various teams in root cause analysis process to determine cause of incident.
  • Other related duties assigned as needed.

What you bring:
  • Bachelor's Degree in computer science, business or communication or the equivalent combination of education, training, or work experience.
  • Considerable knowledge of incident and problem management principles, procedures and techniques
    Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL)
  • Strong knowledge of issue resolution and escalation practices
  • Knowledge of FIS products and services
  • Broad knowledge of IT infrastructure
  • Ability to apply analysis and creative thinking when solving problems and conflict
  • Ability to provide acute attention to detail
  • Ability to communicate effectively to all levels within the organization
  • Ability to manage multiple incident tasks simultaneously
  • Conflict resolution and facilitation skills
  • Decision making ability within specified parameters
  • Independent and collaborative decision making
  • Skilled at identifying and implementing process improvements
  • Ability to effectively establish and maintain relationships across the organization
  • Excellent written communication skills
  • Solid business acumen and an awareness of business implications of decisions
  • Demonstrated skill in timely, proactive, responsive follow-through on deliverables
  • Ability to organize tasks and priorities effectively and under minimal supervision
  • Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions

Added bonus if you have:
  • Considerable knowledge of all operations lifecycle phases, e.g., requirements definition, risk management, implementation, deployment, maintenance
  • Technical knowledge of information technology networks, systems, peripherals and software applications
  • Ability to formulate, implement and evaluate plans, programs and procedures applicable to the information processing operations
  • Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making, often based on limited information and/or under extreme conditions

What we offer you:
  • A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  • A broad range of professional education and personal development possibilities - FIS is your final career step!
  • A competitive salary and benefits
  • A variety of career development tools, resources and opportunities
  • The chance to work on some of the most challenging, relevant issues in financial services & technology

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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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • jQueryLibraries
    • ASP.NETFrameworks
    • HadoopFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • OracleDatabases

Location

Our Denver office is located in the Tech Center at Belleview & I-25, and our pictureqsue Durango office is nestled alongside the Animas River.

An Insider's view of FIS

What's something quirky about your company?

We love to dance at company parties and picnics.

We love to give "High 5s" and shout-outs for people that go above and beyond and "rock!"

Wendy Graham

Training and Careeer Development

What projects are you most excited about?

I'm excited to launch our 2019 Rewards of Better Business Banker referral campaign. We'll combine the successes of our 2018 campaign with new incentives for 2019, to grow the volume of qualified referral submissions from banks. Our goal is a culture of support for account executives and bankers with easy access to tools and impactful conversations.

Diana Quetti

Channel Demand Marketing Analyst, FInancial Solutions

What is your vision for the company?

We’re passionate about being the partner for connected commerce for businesses around the world and we’re creating a company culture where colleagues grow and thrive, while having fun along the way. Our teams collaborate to seamlessly serve our global customers and each colleague plays a critical role as we proudly advance the ways the world pays.

Kelly Beatty

Senior Leader, Strategic Program Management

What are FIS Perks + Benefits

FIS Benefits Overview

Taking care of our colleagues means that our customers, company, and communities are well taken care of, too. That’s why we’re always looking for attractive benefit offerings to support our colleagues and their families. In addition to competitive medical/dental/vision plans, life insurance and disability coverage to take care of basic needs, there’s also opportunities to participate in a stock purchase plan, have 401(k) deferrals matched, receive HSA seed money, earn wellness incentives, and even have your charitable contributions matched – just to name a few.

Culture
Volunteer in local community
We love to make a difference in the community! Some favorite local causes include Brent's Place, The Ronald McDonald House, The United Way, The Food Bank of the Rockies and Habitat for Humanity.
Partners with Nonprofits
Some favorite local causes include Brent's Place, The Ronald McDonald House, The United Way, The Food Bank of the Rockies and Habitat for Humanity.
Friends outside of work
Eat lunch together
Intracompany committees
African American Network, Women's Network, Young Professionals Group, LGBTQ Organization (GLOW), WorldpayGives, Worldpay Social Committee, and the list goes on!
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Worldpay's Healthcare Flexible Spending Account (FSA) allows you to set aside pre-tax dollars to pay for medical, dental, prescription or vision care expenses for you and your dependents
Disability Insurance
Dental Benefits
Enrollment in the Worldpay dental plan provides access to two networks. You can select any dentist, but staying in the networks will cost you less.
Vision Benefits
Enrollment in the Worldpay vision plan provides access to two networks. With each, you receive discounts on eye exams, frames, lenses, contacts and vision correction surgery.
Health Insurance Benefits
Worldpay offers four medical plans - one PPO plan and three Consumer (HSA-eligible) plans. All plans offer preventive care covered at 100%.
Life Insurance
In addition to the basic life insurance provided to you by Worldpay, you can also opt for supplemental life insurance which offers another layer of protection to help meet your family's needs.
Wellness Programs
Wellness365 is a fun and rewarding way to make small changes toward better health every day. Set your interests to get personalized daily tips on nutrition, exercise, stress, sleep and much more.
Onsite Gym
Can't make it to your favorite fitness class or need to de-stress before facing the world? We have a large, well-equipped gym onsite that will help you keep you with your fitness goals!
Retirement & Stock Options Benefits
401(K)
Colleagues are eligible to participate in the Worldpay 401(k) plan immediately upon hire. Choose from traditional pre-tax 401(k), or pre-tax or Roth catch-up contributions or a combination of both.
401(K) Matching
Worldpay matches 100% of the first 5% of deferrals on a per paycheck basis. And the best part - the match is immediately 100% vested!
Company Equity
Employee Stock Purchase Plan
We offer eligible colleagues the opportunity to purchase shares of Worldpay stock at a 15% discount off the market closing stock price on the day of purchase.
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
FMLA-eligible colleagues are eligible for up to 120 hours of paid time off to recover from childbirth and to care for and bond with their newborn or newly adopted child.
Family Medical Leave
The Family and Medical Leave Act provides up to 12 weeks of job-protected leave for your own medical condition, or for the care of a spouse, child or parent who has a serious medical condition.
Adoption Assistance
An adoption reimbursement benefit is offered to full-time colleagues who have been employed for at least one year. This one-time, per person benefit helps to cover various adoption-related expenses.
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Our generous PTO plan allows colleagues to enjoy time away from work and promotes a healthy life balance. PTO can also be used for illness days and unexpected emergencies.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Happy Hours
Parking
Professional Development Benefits
Tuition Reimbursement
Worldpay encourages all colleagues to pursue continuing education or to work toward a degree in their field.
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
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