The Senior ACH Software Developer will provide Level 1/2/3 internal and external customer support of Daily-Normal and After hours/ On-call Production support. You will provides "first line" technical support to customers regarding technical problems with the PEP+ Application and Suite of Server Applications/products and/or interacting technology with other Third Party Solutions. Internal clients to include ACH outsourcing both Hosted and ASP platforms. The ACH Solution Center provides "first line" technical support to both internal and external customers regarding technical problems with the PEP+ product lines and/or interacting technology. The solutions delivered from the ACH solution center are often supporting the specific client's needs and delivering code and developmental support to the client to solve their Business needs. The solution center maintains records in corporation's problem tracking system regarding the same for all customer issues, and maintains up-to-date knowledge of assigned company products. The team is comprised of eight associates each with a unique skill set. PEP+ customer support requires mainframe and server technical skills, PEP+ application knowledge, NACHA Operating Rules knowledge, and Financial Institutional operations knowledge, server knowledge and DB2 knowledge. PEP+ support Developer requires excellent interpersonal skills for relating to customers, especially in stressful or demanding production situations. All of the PEP+ team participates in the following areas of Technical support for PEP+ /ACH: 1. Work directly with Fiserv customers 2. Interact with Level 2 and Level 3 Support as needed on internal clients 3. Installation support for new releases and service packs 4. Program/processing abend resolution 5. Participate in After Hours production emergency support 6. Participate in server development projects as necessary 7. Core Product Team Activitys Essential Job Responsibilities: Primary responsibility is to provide Level 1/2/3 internal and external customer support delivery of Normal Daily and After hours/ On-call Production support. You will provide "first line" technical support to customers regarding technical problems with the PEP+ Application and Suite of products both Mainframe & Distributed Applications/Server products and/or interacting technology with other Third Party Solutions, for both external and internal Clients. Internal clients to include ACH outsourcing both Hosted and ASP platforms. As a Senior Software Developer within the ACH Solution Center you will * Analyze business procedures and develop necessary PEP+ application(s) programs to meet critical Business needs to our ACH Clients. * During Development of such programs, routinely Develops, codes, tests, debugs, maintains, modifies, and install computer software within our ACH Support Environment(s)/dashboard. * Issuing developed code unsupervised to our ACH Clients both internally and externally. * A constant provider of Software recommendations and a major contributor to changes in procedures and software development activities. * CPT/PDLC -Independently track and report defects identified; work closely with software engineering staff, QA, Product. Reports system errors, defects or failures, as identified during customer contact to the appropriate Agile Delivery Teams and constant contact with assigned CPT groups and/or technical support staff or engineering group; offers creative "work arounds. Work with developers to resolve defects and issues. Practice continuous Quality improvement by providing on going root cause due-diligence. Interpret data, and interface with CPT teams and development teams and management. * Case Management -Document all customer interactions, reported problems, custom modifications, and product enhancement requests in the customer tracking database. Compose resolutions of creative solutions for assigned products and workarounds to problems and know issues for the customer support information database. You will utilize available resources, tools, and team members to acquire and disseminate information. Ability to execute test cycles for re-creating client issues. Track and review test results in the support test environments. Accepts ownership and remains accountable for assigned customer issues. Keep customers abreast of problem status, set very clear and measurable customer expectations and provide timely follow-up to customers on a daily basis. * Product & Development representation You must establish and maintain a strong level of industry expertise required to support all Fiserv ACH product offerings. Solution Center representation within multiple Core PEP+ Teams (CPT) working with Agile fundamentals and Techniques. Maintains records in corporation's problem tracking system regarding the same for all customer issues. Interacts with Development, Product, QA and Documentation daily and related CPT (Core PEP+ Teams) Delivery teams. * Consistantly maintain Support Best Practices - Consistently meets SLA - service level goals established by Customer Support Severity Ratings. * Track and report product's compliance to the functional specifications on-going as NACHA & OFAC compliance and regulatory changes are issued. Performs other duties as required * Maintains current knowledge of company products and upgrades by reading product literature and technical documentation, attending internal/external training classes, and reading industry publications. * Collaborate with delivery team and across the business as necessary to deliver business value. * Strive to foster a professional and productive team environment by working with others to achieve the goals of the team and department. Demonstrate a strong work ethic and cultivate trust in establishing positive work relationships departmentally and corporate wide. * Assist in application scoping by offering advice and insight into quality assurance efforts. * Participate with developers and other technical resources as active members of the development project team throughout the development lifecycle, both onshore/off-site. * Participate in functional and technical meetings as needed representing support in a SME role, from the beginning of the project through the entire life cycle for on-going Product CPT deliverables. The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities. Required Qualifications: The Senior ACH Software Developer should be knowledgeable with the Payment Systems ACH Network and Fiserv ACH product offerings all aspects and participants of the ACH Network Rules & Regulations. The ACH Solution Center Specialist will have comprehensive knowledge of all areas of ACH, a deep understanding of and experience in multiple ACH subjects, and a broad knowledge of concepts that relate to the payments system as a whole. As well as a strong understanding of the ACH PEP+ Processing and technical requirements that are required with the PEP+ ACH System/Application. Track and report product's compliance to the functional specifications on-going as NACHA & OFAC compliance and regulatory changes are issued. Product & Development representation You must have a strong level of industry expertise to support Fiserv ACH product offerings. As a member of the Solution center, you must represent support within multiple Core PEP+ Teams (CPT) working with Agile fundamentals and Techniques Job Related Experience: * Experience working in a support role * Financial Institutional Experience * Minimum five years of experience in ACH and PEP+ * Experience with Payment Systems and/or the ACH Network * Cobol * DB2 * VSAM * TSO and SDSF Additional Skills/Knowledge: * Software Lifecycle understanding * Functional and Systems regression test experience * Mainframe, DB2 and VSAM and/or Web experience * Knowledge of Agile Methodology a plus * Good written and verbal communication skills * Independent worker and innovative problem solver Travel Required: * Percentage/frequency of travel 10-20%
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