Fiserv PS Support Services Consultant - Systems in Des Moines, Iowa
What does a great DNA Systems Analyst do?
As a Dedicated DNA Systems Analyst, you will work in a dynamic, professional, customer service-oriented environment, supporting “leading edge” products. You will respond to customer inquiries, research solutions and solve problems for our clients primarily within our DNA core platform, but will also be available to assist with other Fiserv products as they integrate within the DNA Core. In this role, you should consider yourself an extension of the client’s team and you should always have their goals and objectives at the forefront of every interaction.
This is a great opportunity to develop the necessary foundation in technical client support and work your way into a senior SME within the DNA Core. This role is a talent pipeline for future leaders. We want to hire you for a career, not a role!
Essential Job Responsibilities:
You will provide consultation, training and support that encompasses day to day processing tasks, client knowledge building and training, case management, client product functionality; building and maintaining a positive relationship
Understand and manage client expectations ensuring client priorities and high impact items are addressed immediately
Will meet high expectations around aggressive case resolution goals
Log, track and handle all incoming calls and cases professionally. Will maintain current notes, provide timely and accurate resolution of client issues and ensure client satisfaction at every interaction
You will provide detailed analysis of issues received from clients. Should be able to utilize SQL to analyze client data
Be able to stage test scenarios in test environments, recreating and documenting each step as reported by client
Communicate progress and any potential problems to manager for awareness and/or resolution
You will collaborate extensively with internal groups to resolve client issues, actively contributing to the effectiveness of the team
Provide superior client support through excellent written and verbal communication, responsive follow through, and advocacy for client issues within internal groups
Should be able to follow internal procedures and processes in order to streamline the case handling process.
Perform other duties as required
Basic Qualifications for Consideration:
Bachelor’s Degree or equivalent experience
5+ years of DNA experience
General knowledge of Regulatory guidelines and year-end processing
Additional Skills and Knowledge:
Highly organized and able to multitask and manage many complex and high priority situations at a time
Previous experience with DNA and/or other Fiserv experience
Excellent communication skills, both verbal and written
In depth knowledge of the general workings of the DNA Core Software, and ancillary surround products
Knowledge in the DNA system that will allow you to create step by step workflows that can be used as a Client training tool, but also for internal manuals
Excellent follow-up skills and attention to detail
Case Management Expert, to include but not limited to: Ability to troubleshoot initial reported issues, and validate that all information is obtained in order to streamline the resolution process, across many case disciplines; Ability to summary and understand reported issues, and engage the right resources in order to achieve aggressive Time to Resolution goals; Know and understand the roles of SME’s and engage and work with the SMEs to assign and assist with the case lifecycle process; Should meet, monitor and execute on extremely aggressive case SLA goals
Experience in an analytical and customer facing role
Proficient PC skills, Microsoft Office (Advanced Excel) application experience
Ability to write and understand Relational Database queries
Dedication to quality and high-level customer satisfaction
Ability to deal with time constraints, emotional situations and conflict
Ability to work well independently and within a team
Will maintain and monitor clients products and services and build a solid understanding of how the client runs their business and how they utilize the DNA system to maximize their efficiencies
- Up to 25% travel is possible
Learn more about us.
In this role you will be aligned with our Open Solutions division which offers multi-charter solutions to banking and credit union clients in a shared services model. Its flagship product, the DNA™ platform, is a real-time, open technology account processing solution for financial institutions seeking a modern technology architecture and looking to benefit from the power of data and integration.
Life moves fast. And as it does, we know most people aren’t thinking about “financial services” But we are.
We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.
We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.
Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation.
We welcome and encourage diversity in our workforce. We are an equal opportunity employer/disability/vet.
Explore the possibilities of a career with Fiserv and Find Your Forward with us.
Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.
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