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 Incident Management - Sr AssociateWhat does Associate \xe2\x80\x93 Incident Management do in Fiserv?

• You will be responsible to Identify and close the knowledge gaps by creating, updating, and improving knowledge documents to keen information relevant for team members.
• Proactively identify process improvements and process redundancies and collaborate towards an improved and more productive that enhance the employee experience.

What will the person do in his role?

• Accept the Incident task and join the bridge in real time.
• Confirm the impacted product, number of impacted client and end-user impact due to ongoing incident.
• Create communication as per scenario on Incident
• Assertive to ask questions and push for information on incident bridges.
• Ability to navigate ServicePoint and use the Service Interruption Communication Tool within in SP.
• Troubleshoot issues
• Ensure the process SLAs are meet on daily basis
• Provide client progress updates to Supervisor at required intervals
• Managing the New Hire training plan and execute the same
• Identify and close the knowledge gaps by creating, implementing training plans
• Proactively identify process improvement and process redundancies, and collaborate towards improved and more productive process
• Ensure compliance trainings are completed within time
• Provide superior customer service
• Liaise effectively and collaboratively with stakeholders to resolve the issues
• Provide client progress updates to Lead at required intervals
• Maintenance of SOPs and other process documents
• Monitor Training & refresher for new associates
• Share best practices with team to enhance skills and processing knowledge

What does the person need to have?

• Graduate with minimum 3-5 yrs. of experience in similar domain & role
• Good communication skills, both verbal and non-verbal communication skills
• Good knowledge of Microsoft tools & Power Apps
• Subject matter expert experience on papers
• Out of box thinker and analytical mindset
• Exposure to Lean and other quality methodology
• Open to feedback and have a go getter approach

What would be great to have?

• Exposure to VSM/ Risk management/Lean projects/RPA

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 leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune\xc2\xae magazine\'s "World\'s Most Admired Companies\xe2\x84\xa2" 9 of the last 10 years, 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 innovation and excellence.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.

Fiserv