GPP Subject Matter Expert

Job Description

<p></p><p>Job Description</p><p>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.</p><p><br></p><ul><li><b>Skills Required:</b></li><li>Strong & proven FGPP issue/case analysis: triage, recreation, trace analysis, DB and GUI usage.</li><li>Deep FGPP business and functional knowledge.</li><li>Proven hands-on FGPP configuration experience: profiles and rules setup, not only setup design.</li><li>Customer-facing experience: leading technical calls.</li><li>Experience with FGPP (not only Classic GPP) from the last 3 years.</li></ul><p><br></p><ul><li><b>Escalation Handling</b>:</li><li>Manage escalations from L2 for complex and advanced issues.</li><li>Provide guidance and support for configuration changes needed to resolve issues.</li><li><b>Issue Investigation</b>:</li><li>Identify root causes, recreate issues, Analyze traces and provide immediate workarounds. Perform complex configurations to provide solutions.</li><li>Use GUI, DB and traces to perform analysis.</li><li>Understand FGPP core Tables & fields (I.e logical fields , xpath , object rules , profile_udfs,cache_refresh)</li><li>Payment Processing: Review the payment processing flow and compare it with the error to pinpoint the issue.</li><li>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</li><li>Provide setup/configuration solutions to the customer.</li><li>Escalate to L3 if a code fix is necessary.</li><li>Support QA/L2 in testing fixes.</li><li><b>Customer Interaction</b>:</li><li>Join customer calls as needed to assist L2s.</li><li>Lead the conversation: Explain issues, provide status updates, and outline next steps.</li><li><b>Collaboration</b>:</li><li>Work closely with L1 and L2 teams to provide consultation and guidance.</li><li>Support Advisors and PAS Leads: Join calls as requested, Provide updates and feedback of escalated cases.</li><li>Production Development Team (L3) & Product Management</li></ul><p></p>