Systems Support - Professional

Job description What does a great Systems Support - Professional I do? Business Description: Provide application and related technical support as well assistance with the contracted managed service for clients of Fiserv’s Nautilus (OnBase) product. Duties include detailed and technical problem analysis, setting up complex technical environments to reproduce client problems, work with different Fiserv teams, vendors, and other team members to resolve all questions and/or problems related to ECM applications. Communicate with clients on a regular basis and provide the clients with status updates on current support cases, organize and take part in regular support review meetings with clients as needed. Job Responsibilities and qualifications: Information & Technology: Demonstrate an accepted level of knowledge and proficiency of the below technologies: Microsoft SQL Server Administration (Monitoring, recovery). Microsoft Transact-SQL. Virtual Meetings technologies (Teams, Cisco WebEx, Zoom). Microsoft Office for individual use (Outlook, MS Excel, MS Word, MS PowerPoint, OneNote). Preferred knowledge/proficiency of the below technologies: OnBase (ECM). Microsoft Windows Server Administration (Storage, Internet Information Services, Services, etc.). Troubleshooting Software (Process Monitor, Fiddler, Wireshark). SFTP/FTP protocols. Web Services (API). Microsoft Active Directory. ITSM tools (ServiceNow). Secure communication protocols management (HTTPS, SSL, etc.) Cloud Computing Services Knowledge (SaaS, IaaS, PaaS). Organizations & People: Technical and business acumen to deal with the below situations: Maintain professionalism with various levels of client personnel. Demonstrate strong written and oral communication skills (Active Listening, Client Focus, Negotiation). Demonstrate strong analytical skills (Adaptability, Desire to learn, Logical Thinking, Problem Solving, Critical Thinking). Team player (Empathy, Collaboration, Accepting and providing Feedback). Partners & Suppliers: Technical and business acumen to deal with the below situations: Maintain professionalism with various levels of client personnel. Customer Oriented Mindset ( Value creation Focus). Follow up and accountability with third party companies to assure the best quality of service to Fiserv’s clients. Procedures: Compliance with Established Service Level Agreements and escalations procedures. Incident, Problem and Change Management processes. Preparation and assistance to Daily Status meetings. Corporate Training, Policies and Standards. Collaboration with Identifying and proposing innovation and continues improvement initiatives. Education & Experience: 3 years college degree: Computers, IT Bachelor’s Degree, or equivalent experience. 2 - 4-year software support/technical client services related experience. English: Strong written and communication skill. Experience in the financial services industry is a plus. Other desired skills and competencies: Leadership Skills (Decision making, Mentoring, Time management). Self-driven (Self-learner, organized and self-motivated). ITIL, OnBase, Agile or Microsoft Certifications/Experience is a plus.

Auto req ID 49020BR

Range of Year Experience-Min Year 2

Physical Location San Jose-Costa Rica

Qualifications

• Barchelor

• Range of Year Experience-Max Year 4