Client Support Analyst (L9)

Role Title :Client Support Analyst

COMPANY OVERVIEW:  

Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry’s most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more. 

• We have recently been ranked #2 among India’s Best Companies to Work for 2024, #21 under LinkedIn Top Companies in India list, and received Top 25 BFSI recognition from Great Place To Work India. We have been ranked Top 5 among India’s Best Workplaces in Diversity, Equity, and Inclusion, and Top 10 among India’s Best Workplaces for Women in 2022. 

• We offer 100% Work from Home flexibility for all our Functional employees and provide some of the best-in-class Employee Benefits and Programs catering to work-life balance and overall well-being. In addition to this, we also have Regional Engagement Hubs across India and a co-working space in Bangalore. 

ORGANIZATIONAL OVERVIEW:  

The Integrations and Client Support team is comprised of passionate, talented people who are dedicated to delivering outstanding service to our stakeholders, clients/partners, and customers. As a member of the team, you'll play an essential role in designing, developing, and delivering post-production integration support for the Health & Wellness platform. 

ROLE SUMMARY/PURPOSE:  

The Client Support Analyst will be an individual contributor serving as a technical point-of-contact between Synchrony technology organizations, clients’ and our technology partners’ technical team to provide support for the Health & Wellness platform. Reporting to the VP, Client Support Lead, the primary focus of the role will be adherence to clients’ contractual service level agreements (SLAs) with responsibilities to include monitoring, assessing, and communicating metrics related to Synchrony’s authorization process specific to system availability, authorization timeliness and any outages, whether planned or unplanned. Other responsibilities will include providing technical support of payment and financing solutions with clients and technology partners in all Health & Wellness industries; log, triage, and resolve technical support incidents reported to Synchrony by either the client/partner or internal stakeholders. 

KEY RESPONSIBILITIES: 

• Collaborate with SYF engineering and support teams on client requirements for SLA reporting to ensure adherence to contractual obligations.

• Communicate SLA dashboards to clients, including applicable internal client relationship management team, as outlined within the client contracts. 

• Utilize in-place tracking tools such as ServiceNow to formally document technical support incidents received from internal and/or external stakeholders.

• Partner with Sales and various technology teams to assess incidents, identify root cause and implement corrective actions. 

• Deliver optimal service to align with contractual service level agreements and/or client/partner classification using data such as profitability models. 

• Create artifacts, such as standard operating procedures and/or or knowledge base articles, for internal support team activities. 

• Manage day-to-day support activities for existing client/technology partner base concurrently with integration activities of new partnerships. 

• Foster and maintain strong working relationships with various internal business functions, as stakeholders, which include but are not limited to Sales, Provider Contact Centers, Product teams, and Engineering teams, to deliver products and services for our clients, providers and customers. 

• Ensure compliance against all applicable Synchrony policies and procedures to maintain risk management framework. 

• Perform other duties and/or manage special projects when the need arises to meet or exceed business goals and objectives. 

REQUIRED SKILLS/KNOWLEDGE: 

• Bachelor's degree with a minimum of 2 years of Information Technology experience, or in lieu of degree, with a minimum of 4 years of experience in Information Technology. 

• 2+ years of experience to include (can be concurrent): project management, Financial Services 

• (Ability to work Monday – Friday 2:30AM – 11:30AM ET with flexibility to work outside of these hours as incidents and/or outages occur. )

DESIRED SKILLS/KNOWLEDGE: 

• Strong verbal and written communication, and critical thinking skills. 

• Strong client/customer focus and ability to manage client/customer expectations. 

• Strong analytical and technical skillset used to assess and resolve technical incidents encountered by clients/partners. 

• Client relationship management experience including the use of Salesforce. 

• Understanding of Business-to-Business (B2B) and Business-to-Consumer (B2C) point of sale (POS) processing. 

• Experience with using Splunk and other technologies, such as ServiceNow, for production support. 

• Knowledge and working experience with Application Programming Interfaces (APIs), payment processing channels, acquisition systems, and other supporting technology platforms used within Synchrony. 

• Experience and knowledge of Agile framework methodologies, including Scrum, Kanban and/or SAFe. 

• Developing and executing integration and support test scripts. 

• Experience working as a liaison across various business functions on various IT initiatives. 

• Desire to work in a dynamic, fast paced environment and drive continuous improvement for the immediate team, cross-functional stakeholders, processes and provider/customer experience. 

ELIGIBILITY CRITERIA 

• Bachelor's degree with a minimum of 2 years of Information Technology experience, or in lieu of degree, a High School Diploma/GED with a minimum of 4 years of experience in Information Technology. 

WORK TIMINGS:  

Monday – Friday 2:30AM – 11:30AM ET with flexibility to work outside of these hours as incidents and/or outages occur. 

FOR INTERNAL APPLICANTS:  

• Understand the criteria or mandatory skills required for the role, before applying.

• Inform your manager and HRM before applying for any role on Workday.

• Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format).

• Must not be any corrective action plan (First Formal/Final Formal, PIP).

• L4 to L7 Employees who have completed 12 months in the organization and 12 months in current role and level are only eligible. 

• L8+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible. 

• L4+ Employees would be eligible to apply.