Analysis Skills, Banking Services, Chargebacks, Communication Skills, Cross-Functional, Customer Escalations, Customer Relations, Customer Support/Service, Data Quality, ERP (Enterprise Resource Planning), Error Handling, Finance, Gap Analysis, Identify Issues, Image Processing, Knowledge Management, Multiplatform/Cross-Platform, Organizational Skills, Presentation/Verbal Skills, Project Estimates, Project/Program Management, Requirements Management, Returns Processing, SQL (Structured Query Language), Sales Management, Sales/Support Engineering (SE), Technical Analysis, Technical Leadership, Willing to Travel, Writing Skills
Job Responsibilities:
Senior-level SME and individual contributor delivering FIS imaging and distributed capture solutions across ImageCentre, Voyager, Chargeback Manager, DirectLink, CCX, FXD, DLM, and DLC platforms
Operates as both Project Manager and Technical Analyst on small projects; lead Technical Analyst on larger, complex, multi-product cross-functional engagements
SME designation expected on assigned platforms provides authoritative guidance, solutioning, and escalation support to clients and internal teams
Client-facing role requiring excellent communication, requirements translation, and stakeholder management with US-based banking clients
Must work US business hours; after-hours and weekend support required for newly implemented clients for a minimum of 2 weeks post go-live
Functional & Domain Knowledge
Excellent financial industry and item processing domain knowledge across banking and payments
Merchant and mobile distributed capture workflows end-to-end deposit lifecycle and exception handling
Branch capture and teller capture workflows; sort pattern configuration within banking environments
Image Cash Letter processing, Duplicate Detection, and Chargeback / Return Item Processing
Host Integration knowledge; familiarity with banking ERP, check clearing, and remittance platforms
Platform & Application Knowledge
ImageCentre SME-level; installer, configuration, training, Duplicate Detection, and multi-version expertise
Voyager SME-level; Image Cash Letter (ICL) and Return Item Processing configuration and support
Chargeback Manager SME-level; review and solution client chargeback and return item processing requirements
CCX / FXD merchant and mobile distributed capture; SME to strong resource depending on assignment
DLM / DLC distributed capture management; configuration and deposit lifecycle support
DirectLink product-to-product migrations, add-on/work order projects; Host Integration knowledge
Project & Client Management
Own and run small-scope projects end-to-end as both Project Manager and Technical Analyst
Lead Technical Analyst on large, multi-product, cross-functional implementation engagements
Review client requirements and relay to appropriate technical resources where needed; coordinate cross-team delivery
Manage scope, escalations, and client expectations through go-live and stabilisation phases
Lead client calls, training sessions, and on-site (or remote) go-live and hypercare support
Up to 25% travel to client sites for installation, training, and go-live support (profile-dependent)
Technical Skills
Strong SQL knowledge querying, data validation, troubleshooting, and implementation support across all platforms
Strong to excellent item processing knowledge spanning merchant, mobile, teller, branch, and distributed capture channels
Excellent sort pattern and logic knowledge review, configure, validate, and optimise client capture requirements
Image Cash Letter (ICL) and Return Item Processing review client requirements and provide efficient, supportable solutions
Deposit settlement and balancing knowledge across distributed capture environments (CCX/FXD/DLM/DLC)
Requirements gathering, gap analysis, technical solutioning; product-to-product migration and add-on project delivery
Soft Skills & Work Requirements
SME-level depth on assigned platforms mentors junior resources and provides cross-training
Excellent training and documentation skills; contributes to standards, runbooks, and best-practice guidelines
Strong written and verbal communication; presents solutions clearly to technical and non-technical stakeholders
Independent judgment and cross-team collaboration; ability to coordinate multiple resources under pressure
Must be available to work US business hours (North America client base)
After-hours and weekend availability required for minimum 2 weeks post go-live per new client