FIS · 5 hours ago
Analyst Senior, Business Analysis
Jacksonville, FL
Full-time
Onsite
Senior LevelFIS is a leading company in the fintech industry, dedicated to innovation and inclusivity. The Analyst Senior, Business Analysis role involves conducting research and analysis to support business operations, collaborating with various teams, and generating reports to provide insights on program impact and usage.
BankingFinancial ServicesFinTechPayments
Responsibilities
Collaborate closely with UI Development and Product Teams to support the implementation and optimization of the Whatfix in-app learning tool across multiple user interfaces
Gather and evaluate feedback from clients and colleagues regarding the Whatfix in-app learning tool, recommending and implementing improvements to enhance user experience and effectiveness
Lead regular meetings with the learning team to introduce new Whatfix features, review content updates, and address urgent topics or changes as needed
Partner with Learning Solutions Management to ensure consistent use and integration across all platforms and user interfaces
Serve as the primary contact for the Whatfix Customer Relationship Manager, coordinating the release of new features and ensuring timely updates to user interfaces
Act as a liaison for client support tickets related to the Whatfix in-app learning tool, managing communication and support for content editors assigned to relevant user interfaces
Assume a lead role during major platform outages, coordinating with management to resolve issues and restore service
Provide backup support for network analysts by troubleshooting training server issues, including connectivity, configuration, and device upgrades
Respond to and resolve training server-related incidents, escalating unresolved problems as appropriate and maintaining detailed status and incident logs
Collect and provide Whatfix metrics to senior leadership, ensuring visibility into program impact and usage
Utilize analytics to generate comprehensive monthly and quarterly reports for each user interface, detailing user engagement and adoption
Prepare quarterly and annual reports for the Director, aggregating data across all user interfaces and highlighting correlations between reduced support ticket volume and increased utilization
Compile case studies and success stories to share with senior leadership, supporting their use in organizational meetings and conferences
Set up analytics reports including insights and dashboards—for each newly launched Whatfix interface, providing stakeholders with valuable data to inform ongoing improvements
Maintain and update onboarding documentation and operating standards to reflect current practices and enhancements to the Whatfix in-app learning tool
Collaborate with content developers to troubleshoot, resolve, and test issues related to content development and platform functionality
Perform password resets and user account management using designated applications, following documented procedures to ensure secure and timely resolution
Collaborate with IT and technical support teams to identify root causes of network problems and recommend corrective actions
Qualification
Required
Bachelor of Instructional Design
Demonstrated experience in collecting, analyzing, and reporting program metrics using analytics tools, including preparing comprehensive reports for leadership and identifying trends between platform usage and support ticket volume
Skilled in troubleshooting and resolving technical issues related, including acting as a liaison for support tickets and managing crisis situations during major outages
Strong collaboration and communication skills, with experience partnering with cross-functional teams to design, test, and refine solutions
Proficient use of MS Office Suite of tools including~ Outlook, Teams, Word, Excel, PowerPoint
Preferred
Whatfix Certifications or experience with the Whatfix in-app learning tool
Experience using MS Power BI to create reporting and dashboards
Familiarity with Ericom or similar remote access applications
Familiarity with operating systems and network devices including OS upgrades, device configurations and troubleshooting connectivity issues
Benefits
Always-on learning and development
Collaborative work environment
Opportunities to give back
Competitive salary and benefits
Company
FIS
FIS is a fintech firm that provides advance integrated banking, wealth management, risk and compliance, and other solutions.
Founded in 1968
10001+ employees
H1B Sponsorship
FIS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Public CompanyTotal Funding
$10.5BKey Investors
Goldman Sachs
2025-05-01Post Ipo Debt· $8B
2022-07-06Post Ipo Debt· $2.5B
2018-05-22Post Ipo Equity
Leadership Team
Douglas McAllister
CEO | FIS Automotive Market Partner
Stephanie Ferris
CEO and President
Recent News
2026-01-23
Company data provided by crunchbase