Applications Specialist Applications Specialist …

in Heathrow, FL
Permanent, Full time
Be the first to apply
in Heathrow, FL
Permanent, Full time
Be the first to apply
Applications Specialist
Expert Technical Application Specialist, Customer Support Lake Mary/en-US/DHC/job/Lake-Mary/Expert-Technical-Application-Specialist--Customer-Support_REQ0920_0016623/apply

What will you contribute?

As part of the Global Payments, Customer Support team, the Expert Technical Application Specialist, Customer Support will be responsible to support customers using Finastra payments systems and customer systems. The support will include functional application support, system upgrade projects, system technical configuration support, internal coordinating between internal stakeholders including but not limited to Finastra Product, Infrastructure and Development teams. Support upgrades on occasion, hotfix deployments and technical transformation projects. The ideal candidate will be passionate about technology, resourceful, and have excellent skills working with a team. We are looking for an individual who is able to understand and Technical Support and high level infrastructure support. On a daily basis, you will collaborate with our Application Support Engineers, Infrastructure, Product and Development to effectively support customers on their Payments platform. Knowledge of payments systems, with a good understanding of customer systems and customer facing skills is mandatory.

Responsibilities & Deliverables:
Your deliverables as an Expert Application Support Specialist will include, but are not limited to, the following:

  • Provide professional application and technical support & consultation to clients of Finastra Payment products, typically banks or major corporations
  • Lead and coordinate Finastra Strategic Initiatives i.e. product conversion, migration to Cloud
  • Act as a Tier 2 escalation point for Technical Application Support staff; execute escalation procedures when applicable, as defined by management
  • Involvement in the projects, throughout the development and implementation life cycle, to ensure the actual implementation meets the requirements
  • Lead intake items from clients and partner with Product and Development groups to ensure hotfixes, releases and patches are delivered and rolled out to customers
  • Work collaboratively with customers and Finastra technical groups for connectivity to various interfaces/applications such as the Federal Reserve Bank, Depository Financial Institutions, and other third-party vendors
  • Work assigned cases through the full case management life cycle
  • Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by management
  • Create and maintain documentation pertaining to daily operations of the group
  • Writing internal How-to guides, training materials, and end-user documentation
  • Provide guidance, create training materials, and training plans to support staff of all levels
  • Assist with day-to-day team coordination as a backup to management
  • Closely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to process
  • Lead installation, implementation and client coordination of testing fixes provided by development for production related issues; document work following change control protocol
  • Participate in and often lead infrastructure changes that relate to Payment products
  • Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications Finastra sells
  • Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications
  • Provide accurate and consistent statuses and reporting on different levels

Required Skills & Experience:

  • Minimum of 3- 5 years of experience as an Technical Engineer demonstrating success, and support in a cross functional team environment
  • Excellent communication and customer support skills, will be corresponding with senior leadership to successfully solve complex problems exercising judgement based on the analysis of multiple sources of information
  • In-depth payments industry knowledge and expertise working with FedWires, Swift, Nacha and TCH Payments is a plus.
  • Experience in supporting Global Pay Plus Payments is a plus but not required
  • Impacts a range has experience with end to end accountability for assigned processes or products.

Technical Knowledge

  • Deep knowledge of SQL, Power BI (is a plus) MQ, SoapUI, Jenkins, or standard automation tools
  • Deep knowledge of Finastra software delivery and implementation procedures and relevant methodologies
  • Deep understanding in system integrations using MQ, SFTP, API, Webservices, etc.
  • Experience writing internal How-to guides, training materials, and end-user documentation
  • Education / Certification: Bachelors Degree or an equivalent combination of education and/or experience



The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. If you need assistance or an accommodation due to disability please contact your recruitment partner.


Posted 3 Days AgoFull timeREQ0920_0016623

Finastra: Who are we?

At Finastra our purpose is to unlock the power of finance for everyone. We build and deliver innovative, next-generation technology on our open Fusion software architecture and cloud ecosystem. Were one of the worlds largest FinTechs working with over 9,000 customers, including 90 of the top 100 banks globally. Our scale and reach allow us to build long-lasting relationships that put our customers and their customers first.

Your future at Finastra

We believe that the future of finance is OPEN. By focusing on OPEN Collaboration and OPEN Finance, supported by our OPEN Platform, we can create financial inclusion and open innovation for everybody. Our people are our greatest asset and we provide an environment where you can develop and grow your career. From graduates to experienced professionals, were leaders in our roles and a key part of making Finastra one of the worlds leading FinTechs.

Why join us

Alongside amazing colleagues and engaging work, we want to help you get the best out of your career. We offer continuous learning and development to take your skills to the next level. Its not just about being the best you can be at work we also a variety benefits to make your non-work life better; including paid holiday, flexible working, pension, health and well-being initiatives and many more. If youre looking to build your career, work with experts and most of all have fun, join us.

At Finastra the future of finance is open. For more information please view our website: .


Finastra is an Equal Opportunity Employer in the United States. Qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, handicap or disability (physical or mental), Vietnam-era or disabled veteran status, and other factors protected by state and local laws. For more information please read Finastra's .

Submitting applications for posted positions authorizes Finastra to retain personal data in accordance with applicable laws. For more information about data processing and your rights, please read Finastra's applicable Privacy Policies: for candidates within the European Economic Area (EEA & Swizerland), please refer to the ; for others, please refer to . If you have any questions, please contact the Privacy Department at:, or your recruitment primary contact.

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