Service Delivery Analyst I, FIS University Program

Job Description

Every day, our teams innovate across the world of finance. We collaborate to work smarter, while making a difference. We believe in diversity and inclusivity, giving a voice to everyone on the team. And we celebrate our success together. If you want to make an impact in fintech, we’d like to know: Are you FIS?

Join the 2025 FIS University Program!

As a full-time employee in the FIS University Program, you will have the opportunity to participate in team projects, community service activities, professional development seminars and work with a team that is invested in your growth, development, and success; including bi-annual performance connects with your manager. 

This two-year full-time program has start dates in January, March, June, and September with a dedicated “Learning Week” where you will:

• Learn how to work within a corporate environment
• Learn about the exciting world of Fintech and the role FIS plays
• Hear from FIS leadership about their journey and participate in senior leader networking opportunities
• Build a network of your peers from across the organization

This position is for a June 23, 2025 start.

About the Role

As a Service Delivery Analyst, you will help to support the production service delivery relationship for large financial institution clients in the Banking Solutions business. Working closely with Client Success Management, CIO teams, Service Delivery Managers and Client Support leadership, you will be responsible for driving service quality and stability while contributing to business growth.

About The Team

This role sits within the Service Delivery Management function, managing the interface to clients of FIS hosted services in Banking Solutions. The team has the responsibility to manage client engagement for the delivery of services, for the achievement of contracted service levels and for service quality. By applying a framework of governance across the FIS delivery and support organization, the team ensures that responsibilities to clients are met consistently.

What You Will Be Doing

• Client focused contributing to improvement of client satisfaction and maintaining client communication
• Serves to support service delivery management for support matters and escalations, maintaining contact with colleagues and clients at various levels, focusing on the importance of the production service delivery
• Drives performance of teams in support of services in accordance with contract requirements
• Drives service efficiencies while maintaining service quality
• Follows escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner
• Assists client support with development of internal and client directed communications related to incidents, problems or known errors
• Works to maintain and grow client relationships while ensuring ongoing customer service
• Manages identification and mitigation of service risks and issues
• Govern delivery of technical aspects of service with oversight of service partners and vendors
• Identifies areas where continual improvement can be applied, oversees implementation of resulting change and measures the level of improvement
• Prepares various reports and performance metrics for client and internal stakeholders

What You Bring

• Bachelor’s degree in relevant field of study
• Proficiency in Microsoft Office Suite
• Fluent in English; Strong written and verbal communication skills
• Adaptability, a drive to learn, and strong problem-solving skills
• Ability to work well independently and within a team

Bonus If You Have

• Experience working with financial institutions, software support or project management

What We Offer You

• Competitive salary and excellent benefits
• The chance to work on some of the most challenging, relevant issues in financial services & technology
• A broad range of professional education and personal development possibilities – FIS is your final career step!
• Time to support charities and give back to your community
• A work environment built on collaboration, flexibility, and respect
• Student Loan Repayment Program: FIS will PAY OFF participants’ undergraduate loan balance over 10 years of service! Eligibility starts after one year of tenure in the program.  The benefit applied to undergraduate student loans for US-based degrees and must be in the employee’s name. 

*Current and future sponsorship are not available for this position*

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