Full job descriptionJob Title:SME - FGPP
Location: UK / Europe
Work Mode: Remote
Employment Type – Permanent/ Contract [UK- Inside IR35 || Europe - B2B]
Working during Eastern Time - US Shift
This role of the SME is to be the client’s technical focal point for the client’s FGPP in production. To troubleshoot and solve issues in production.
*Skills Required:
*Strong & proven FGPP issue/case analysis: triage, recreation, trace analysis, DB and GUI usage.
*Deep FGPP business and functional knowledge.
*Proven hands-on FGPP configuration experience: profiles and rules setup, not only setup design.
*Customer-facing experience: leading technical calls.
*Experience with FGPP (not only Classic GPP) from the last 3 years.
*Escalation Handling:
*Manage escalations from L2 for complex and advanced issues.
*Provide guidance and support for configuration changes needed to resolve issues.
*Issue Investigation:
*Identify root causes, recreate issues, Analyze traces and provide immediate workarounds. Perform complex configurations to provide solutions.
*Use GUI, DB and traces to perform analysis.
*Understand FGPP core Tables & fields (I.e logical fields , xpath , object rules , profile_udfs,cache_refresh)
*Payment Processing: Review the payment processing flow and compare it with the error to pinpoint the issue.
*Trace Analysis: Analyze traces to pinpoint the issue, understand what causes it, determine if the failure requires a code fix or can be resolved through configuration and perform the complex configurations(Pre post rules) and check-in in BA master for the Project branches
*Provide setup/configuration solutions to the customer.
*Escalate to L3 if a code fix is necessary.
*Support QA/L2 in testing fixes.
*Customer Interaction:
*Join customer calls as needed to assist L2s.
*Lead the conversation: Explain issues, provide status updates, and outline next steps.
*Collaboration:
*Work closely with L1 and L2 teams to provide consultation and guidance.
*Support Advisors and PAS Leads: Join calls as requested, Provide updates and feedback of escalated cases.
*Production Development Team (L3) & Product Management