Job Overview

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.

Responsibilities

- Troubleshoot and solve issues in production.
- 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 and fields (logical fields, xpath, object rules, profile_udfs, cache_refresh).
- Payment Processing: Review payment processing flow and compare it with the error to pinpoint the issue.
- Trace Analysis: Analyze traces to pinpoint the issue, determine if the failure requires a code fix or can be resolved through configuration, 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.

Qualifications

- Solid & 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 skills.
- Ability to identify root causes and perform complex configurations.
- Knowledge of FGPP core tables and fields.
- Knowledge of payment processing flow.
- Analytical skills with GUI, DB, and traces.

Compensation

$98,100.00 - 130,100.00

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📌 SME- GPP Payments (Mississauga)
🏢 CAP D+H Shared Services
📍 Mississauga