Job Description

Calling all innovators \xe2\x80\x93 find your future at Fiserv.

We\xe2\x80\x99re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day \xe2\x80\x93 quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we\xe2\x80\x99re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title Finxact - Change and Incident Manager

Finxact, a Fiserv Company, brings innovation at the core of banking and provides a next generation core platform. Our mission is to redefine core processing and our commitment is to be the best at what we do.

What does a successful Change and Incident Manager do?

The Change and Incident Manager will execute the enterprise Change and Incident Management Process, utilizing standards and procedures, as defined in alignment with Industry best practices. The Change and Incident Manager is also responsible for establishing standards and procedures that maximize operations responses to encountered incidents and minimize service availability interruptions.

What you will do:

Accepts and reviews Requests for Change (RFC) submitted by multiple business units, requiring technical knowledge of infrastructure and business environment, for proper assessment to ascertain potential business impact. Ensures strict adherence to established process and procedures for audit compliance.

Ensures adequate information is supplied for assessment of full impact. Collaborates with requestors to ensure proper documentation is provided within RFC and coordinates with CMDB Librarian if CI is missing or not identified correctly within the RFC

Facilitates meetings to address change inefficiencies or identified risks, with strong negotiation skills and ability to build consensus to avoid potential business impact

Oversee all severity 1, severity 2 tickets through to resolution including severity 3 incidents as warranted

Deliver standard incident management process

Resolve incidents within established BPA and service times

Investigate and coordinating incident resolution for all escalated incidents

Provide after-hours/on-call incident management support. This is a 24-hour, 7-day a week requirement assigned on a rotational basis

What you will need to have:

Bachelor degree in Computer Science, Business Administration or related field

4-6 years IT Operational experience, of which 2 years of experience has been in a second line support role or leadership role.

2+ years of Change Management work experience preferably using ServiceNow

Experience and conversant in the use of Incident and Change Management processes according to ITIL framework

Experience in Technical Writing preferable for RCA

Broad based foundation of IT knowledge with an intermediate to advanced technical understanding of application architectures, database technologies, LAN and WAN networking and security principles.

What would be nice to have:

ITILv3 certified for Change and Incident

Knowledge of Lean and Six Sigma methodologies a plus

Familiarity with ServiceNow or other workflow management tools; experience with ServiceNow Change Management

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

What you should know about us:

Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE\xe2\x84\xa2 500 company, one of Fast Company\xe2\x80\x99s Most Innovative Companies, and a top scorer on Bloomberg\xe2\x80\x99s Gender-Equality Index, we are committed to excellence and purposeful innovation.

Our commitment to Diversity and Inclusion:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.

Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won\xe2\x80\x99t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won\xe2\x80\x99t send you a check to cash on Fiserv\xe2\x80\x99s behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.

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