Role Competencies:

• Good understanding of Wholesale Banking environment
• Good understanding of the implementation, development, customisation and support requirements for Misys solutions  
• Strong commitment to client satisfaction.  Ensure that everything possible is being done to meet client production requirements while at the same time balancing this commitment within the limitations of the company
• Excellent understanding and practical expertise in Misys products in order to provide Clients with advise and guidance on how to optimise the use of Misys products to enable their business processes
• Able to handle and manage difficult client situations
• Provide pro-active support to customers
  • Ensure solutions are delivered to clients on problems identified by the Help Desk, CSM, Professional Services Manager or the customer
  • Ability to perform call taking while on a client visit, analyse issues or opportunities, gather information and organise these, determine the resolution either by answering a query, resolving the issue or passing the call to the appropriate department  This may also include testing and delivering the resolution
  • Work as a team with the different remote product helpdesks and fix development teams to ensure the right solution is delivered to the client
  • Able to understand the client's business environment and priorities in order to effectively manage and escalate issues on behalf of the clients to the various department within Misys and ensure issues are resolved in a timely manner
  • Able to troubleshoot technical problems and to identify which component of the solution is causing the problem, i.e. networking, servers, application software etc.
  • Able to troubleshoot interface issues across Misys products and between Misys products and external systems
• Understanding of the Misys 3rd party products, with ability to provide remote or on-site assistance to error fixers whether they be within Misys or within the 3rd party supplier
• Able to provide clients with assistance whilst testing fixes from development
• Ability to perform software upgrade or installation service, plus interfacing skills (Mapping)
• Able to perform on-site or remote problem resolution for Misys Products during batch processing or real-time down situations.  Provide clients with workaround solution in order to get systems on-line as soon as possible. Work with the development teams to come up with longer-term resolutions for clients.
• Able to identify Professional Services or Product Sales opportunities arising from customer calls. Ensure that these are passed on to the appropriate groups for action
• Able to discuss and resolve functional product usage issues with clients
• Able to assist in sales support situations requiring functional, product or banking knowledge
• Able to assist the CSM in explaining product functionality as appropriate
• Able and willing to travel
• Able to keep abreast of the latest changes to systems
• Able and willing to participate on an 'outside business hours' on-call rota
• Depending on region:  verbal/written proficiency in specific languages may be required

Experience:

• Minimum 3 years working experience with financial products in a support, development or consultancy environment of which 1 year of experience will be in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products
• Or 3 years of relevant banking experience.

Skills

• Considerable functional and/or technical knowledge of assigned Misys products and their business usage
• Knowledge of product implementation, testing and support methodologies
• Accomplished user of Microsoft Excel, Word, Explorer and Outlook, and the WBS Support and Timekeeping systems
• Strong Analytical skillsets
• Good client handling skillsets.  Good interpersonal skills.
• Ability to work under pressure
• Understand boundaries of the vendor - customer relationship
• Actual Bank experience is desirable
• For the technical consultants :  To be skilled in at least four of the following technical disciplines with a good general knowledge/understanding in some of the remaining technical disciplines listed below:
• Sybase, Oracle, SQL Server, DB2, Informix, Crystal Reports
• AS400, Windows 2000/NT/XP, Citrix
• RPG II/III/IV, ILW programming languages/environment, Java, VB, Access, Microsoft .NET, C++, J2EE, UNIX scripting
• Web Servers, Application Servers, Database Servers
• APIs and Middleware components
• Disaster Recovery and Automated testing tools
• Data Communications, Network Protocols
• An advantage if accredited in the following technical disciplines:  Microsoft MCSE