Problem Manager

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We're 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 - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Problem Manager

About Your Role:

The Problem Manager will have a broad IT background who is detail-oriented but can also see the "big picture" from an enterprise and ITIL framework standpoint. You will be responsible for the problem management process and for managing the lifecycle of all problems using defined risk-based analysis to ensure minimal disruption to IT systems and business processes. You will transfer ITIL Problem management knowledge to onshore and offshore production control teams and provide governance of technical SWAT Teams in a hands-on problem management environment. You will also provide weekly audits of problem SLAs and KPI reporting for proper problem closure.

What you will do:

• Formalize and enhance IT problem framework (process and procedures), and deliver an ongoing training program for IT staff, business system owners, and business stakeholders
• Deploy and maintain IT processes to effectively support IT problem management
• Facilitate Card Services Problem Review Board (PRB) meetings and real-time decision-making. Ensure participation across functional groups, issue meeting summaries, and update problem records with decisions resulting from the review meeting. Ensure that problem records meet all requirements to increase success factors and reduce the risk and recurrence of incidents that impact service quality
• Champion the investigation, discovery, analysis, testing, implementation, and documentation of problems in partnership with Functional/Technical/Business Leads to assure timely, accurate, and holistic resolution of the issues
• Monitor and evaluate IT execution to proactively identify opportunities for problem management to prevent incidents from occurring and drive service quality and availability
• Own evidence-based metrics to demonstrate process effectiveness and make transparent controls
• Ensure all identified workaround, root cause analysis, and remediation processes are documented and published to appropriate teams
• Maintain the known error database and appropriate knowledge base entries related to problem management
• Analyze and categorize problem records to determine the type of investigation, escalation, and/or remediation needed
• Perform trend analysis of business-critical services and historical events to identify trends and proactive opportunities
• Oversee best practices in establishing and maintaining IT controls. (e.g., source code control, IT training, risk identification and mitigation)
• Ensure communication of problem records, findings, and remediation plans to business stakeholders on behalf of the IT function
• Ensure regulatory compliance is maintained across problem management processes, including monitoring and reporting
• Develop process flow diagrams to support standard operating procedures
• Responsible for key program management activities, milestones, and customer deliverables

Experience you'll need to have:

• 5+ years of experience with ITIL Problem Management framework implemented with ServiceNow
• 5+ years of experience in Incident and Problem management to facilitate & support lessons learned reviews and track RCA & remediation items
• ServiceNow hands-on experience with report writer, Incident and Problem management functions
• Experience with proven command and control skills for active problem management
• Experience producing regular weekly and monthly KPI metrics for SLA, MTTR and other service management critical success factors
• Strong verbal and written communication skills
• Experience coordinating offshore teams
• Bachelor's degree in computer science or business management

Experience that would be great to have:

• ITIL foundation or higher certification
• Expert level Microsoft EXCEL

How you'll work:

• Fiserv emphasizes in-person collaboration to help you grow your career while shaping the future of fintech; this role is on-site Monday through Friday
• This role requires use of a computer and audio equipment

Sponsorship:

• In order to be considered, you must be legally authorized to work in the U.S. without need for visa sponsorship now or in the future

Salary Range

$110,700.00 - $189,700.00

These pay ranges apply to employees in New Jersey, New York and California. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company's sole discretion.

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).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.

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Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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