SME- GPP Payments

Who are we? At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.

What will you contribute? As a Subject Matter Expert (SME) for Fusion Global PAYplus (FGPP), you will serve as the primary technical escalation point for clients operating FGPP in production environments. You will be responsible for analyzing, troubleshooting, and resolving complex production issues, providing expert guidance on system configuration, and ensuring timely resolution of critical client incidents. Working closely with L1, L2, Product Management, QA, and Production Development teams, you will leverage your deep FGPP technical and functional expertise to identify root causes, implement configuration‑based solutions, and drive positive customer outcomes. This role requires strong customer engagement skills, hands‑on troubleshooting expertise, and the ability to lead technical discussions with both internal and external stakeholders.

Responsibilities & Deliverables:

Production Support & Issue Resolution

Act as the senior technical focal point for client production support related to Fusion Global PAYplus (FGPP). Manage escalations from L2 support teams involving complex technical, functional, and configuration‑related issues. Lead root cause investigations and provide timely workarounds and permanent solutions where applicable. Recreate production issues in non‑production environments to support effective troubleshooting and resolution. Analyze application traces, database records, payment flows, and system configurations to identify failure points. Determine whether issues can be resolved through configuration changes or require product code enhancements.

Technical Analysis & Configuration

Perform advanced FGPP configuration activities, including: Profiles setup and maintenance Rules configuration Pre and post‑processing rules Object rules management Profile UDF configuration Cache refresh activities Utilize GUI, database queries, and trace analysis tools to conduct detailed investigations. Maintain strong understanding of FGPP core tables, fields, logical fields, XPath structures, profile UDFs, object rules, and related configuration components. Check configuration changes into BA Master and project branches as required.

Payment Processing Expertise

Review and analyze end‑to‑end payment processing flows to identify transaction failures and processing exceptions. Investigate payment lifecycle issues and assess impacts across configured workflows and business rules. Provide recommendations and solutions aligned with FGPP best practices.

Customer Engagement

Participate in and lead customer technical calls as required. Communicate issue status, findings, risks, and resolution plans to customers and stakeholders. Build trusted advisor relationships with clients by providing expert consultation and guidance. Ensure clear and professional communication throughout the issue resolution lifecycle.

Collaboration & Stakeholder Management

Partner closely with L1 and L2 teams to provide technical consultation and issue guidance. Support Professional Services Advisors and PAS Leads through case reviews, customer engagements, and escalated issue management. Collaborate with QA teams to validate fixes and support regression testing activities. Escalate and coordinate with Production Development (L3) teams when code‑level fixes are required. Work with Product Management and Engineering teams to provide feedback on recurring product issues and enhancement opportunities.

Required Skills & Experience:

Technical Expertise

Extensive hands‑on experience supporting and configuring Fusion Global PAYplus (FGPP) production environments. Strong expertise in FGPP issue analysis, troubleshooting, and case management. Proven experience performing advanced FGPP configurations, including profiles, rules, object rules, profile UDFs, and payment processing workflows. Strong knowledge of:

• Trace analysis SQL/database investigation GUI‑based troubleshooting Payment processing workflows Root cause analysis methodologies Deep understanding of FGPP core tables, logical fields, XPath, object rules, profile UDFs, cache refresh processes, and related system architecture.

Ability to assess whether issues require configuration changes or software code fixes.

Experience

Recent hands‑on experience working with Fusion Global PAYplus (FGPP). Demonstrated experience supporting production environments and handling critical customer escalations. Proven success leading technical customer discussions and resolution efforts. Experience working with cross‑functional support organizations, including L1, L2, QA, Product Management, and Development teams. Experience supporting payment processing solutions within banking or financial services environments.

Professional Skills

Strong analytical and problem‑solving skills. Excellent verbal and written communication skills. Ability to lead complex technical discussions with internal and external stakeholders. Strong customer focus and relationship management skills. Ability to work effectively in a fast‑paced, high‑pressure production support environment. Strong collaboration and stakeholder management capabilities.

As part of our hiring process, we may use artificial intelligence (AI) technology to help screen and shortlist applications. All final hiring decisions are made by our recruitment team. This position is for an existing vacancy within our organization.

Compensation:

$98,100.00 - 130,100.00

Benefits:

• Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.
• Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*
• Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
• Inclusion: Get involved in our inclusion communities, such as Count Me In, View email address on publisher.sourcingsquare.com, View email address on publisher.sourcingsquare.com, View email address on publisher.sourcingsquare.com, and View email address on publisher.sourcingsquare.com—open to everyone who wants to participate and contribute.
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.
• *Specific benefits may vary by location.

At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves. Be unique. Be exceptional. Help us make a difference at Finastra.

Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants' needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.

At Finastra, our team members are the driving force behind everything we do. We’re building an environment where bold ideas thrive, careers flourish, and innovation is a shared journey. Whether you’re a recent graduate ready to shape the future or a seasoned professional seeking your next challenge, you’ll play a pivotal role in delivering software solutions that redefine what’s possible in financial services.

We believe growth is a shared commitment. That’s why we offer a rich ecosystem of learning—from hands‑on training and mentorship to leadership development and industry certifications.

You’ll have the freedom to explore new paths, deepen your expertise, and make your mark in a global fintech that’s built for the future. Our career development isn’t just a program—it’s a promise. With access to cutting‑edge tools, a culture of collaboration, and a community that champions your success.

Because when we grow together, we innovate together—and that’s how we shape what’s next in finance. We offer incredible career opportunities and your work in close collaboration with fantastic colleagues globally to develop and launch innovative software solutions for our customers.

There is a huge range of engaging projects where you can get stuck‑in and add value whilst taking advantage of our ongoing development opportunities to build and hone your skills in your chosen area.

Our perks include paid holidays, flexible working hours, a pension plan, and comprehensive health initiatives.

Join us to supercharge your career, collaborate with industry experts, and thrive in a nurturing environment that powers both your professional and personal growth.

With us, you can grow, innovate, and make a real impact.

Finastra, we are proud of the wide range of incentives and benefits we offer our employees globally, reflecting our core values: doing well by doing good, putting people first, and open opportunities.

We go beyond statutory requirements to maximise our offerings, investing in flexible working policies, personal growth opportunities, and well‑being programmes. Highlights include our Flexible Vacation Policy, inclusive people policies, hybrid working framework, and comprehensive well‑being support through initiatives like the Employee Assistance Program, the wellbeing Champions and our monthly events and initiatives.

Additionally, we emphasise sustainability through volunteering time off and donation matching, champion inclusion through multiple employee networks and cultural initiatives, and invest heavily in career and skills development.

Recognition of our employees' efforts is integral, with our global recognition platform and regular employee feedback surveys shaping our inclusive and supportive workplace culture.

We are committed to creating a workplace where you feel valued and respected. We believe this environment drives innovation and we strive to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem. This philosophy is at the heart of our culture and the way we work.