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, profileudfs, cacherefresh).
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 Robust & 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
J-18808-Ljbffr

📌 Sme Gpp Payments Ontario
🏢 CAP D+H Shared Services
📍 Ontario