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Role location: Hybrid (three days in-office, two days virtual)
Job Summary:
As a Product Technical Support Analyst, you will provide functional and technical support for investment accounting applications, helping clients maintain smooth day-to-day operations. You will troubleshoot issues, monitor system performance, support production activities, and collaborate with internal and client-facing teams to resolve complex business and technical challenges. This role is ideal for professionals with a background in finance, accounting, or financial technology who enjoy problem-solving and client engagement.
Your key responsibilities:
- Provide functional and technical support on the IAM platform, ensuring all client queries are resolved with high‑quality, timely responses.
- Perform issue triage, troubleshooting, log analysis, and recreate client scenarios in test environments to identify root causes.
- Manage daily production support, including IAM BAU tickets, functional queries, and system issues.
- Monitor batch processes (FOMI jobs, Process Manager schedules, pricing/FX uploads), identify failures early, and coordinate fixes with internal teams.
- Understand client setups, workflows, multi‑account configurations, and custom processes (e.g. Client‑specific workflows).
- Liaise closely with internal teams—Product Development, CIO, PS, Operations, ESM—to ensure issues are prioritized and resolved efficiently.
- Collaborate with client teams (AAM, TechOps) for daily operations, testing cycles, UAT activities, and alignment discussions.
- Document recurring issues, client information, fixes, and process updates to support product quality and knowledge management.
- Engage EIM for major incident escalations; follow governance, maintain SLA compliance, and prepare RCA notes.
- Build strong domain knowledge in financial accounting concepts like NAV, pricing, FX, amortization, and corporate actions.
- Participate in ad‑hoc projects, process improvements, and performance optimization initiatives (e.g., batch fine‑tuning, weekend validations).
- Maintain client satisfaction through proactive communication, expectation management, and periodic follow-ups.
What you bring:
Required qualifications:
- Bachelor's degree in Accounting, Finance, Business, Information Technology, or a related field.
- Experience in application support, production support, client services, or a related support function.
- Knowledge of financial services, investment accounting, fund accounting, or financial instruments.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent verbal and written communication skills in English, with the ability to engage effectively with clients and stakeholders.
Preferred qualifications:
- Experience supporting investment accounting, portfolio accounting, or financial operations platforms.
- Familiarity with fund accounting concepts, including valuation, pricing, foreign exchange, and corporate actions.
- Experience with InvestOne or similar investment management and accounting platforms.
- The impact you'll make
As a Product Technical Support Analyst, you will be part of a team that supports critical investment accounting operations for financial services clients. Your work will help ensure system stability, operational efficiency, and a high-quality client experience. By combining technical troubleshooting with financial domain knowledge, you will contribute to the ongoing success of both clients and internal teams.
What we offer you:
- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
- A modern, international work environment and a dedicated and motivated team
- 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
Ready to build what's next? At FIS, you'll have the opportunity to grow your career, contribute your ideas, and help create technology that powers the global economy.
Our benefits include:
- Opportunities to innovate in fintech
- Tools for personal and professional growth
- Internal career growth opportunities
- Inclusive and diverse work environment
- Resources to invest in your community
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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.
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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