IT Service Manager at Fiserv (Omaha, NE)

| Omaha, NE
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Job Title
IT Service Manager

Job Purpose

What does an exceptional IT Service Manager do?

As an IT Service Manager, it is our mission is to ensure that clients are engaged, serviced and supported in a consistent and superior manner, throughout the life of their relationship with Fiserv. We are focused on serving and adding value for our clients in a manner that they become proud and vocal advocates of Fiserv.

In this role you can look forward to:

Change Management
  • Lead the change governance (e.g. ensure proper Impact of change, CI/application alignment of changes, ensure change schedule (start/end) aligns with SYF change windows, etc.).
  • Facilitate the client specific change freeze process
  • Attend and actively participate in client change review meetings and Fiserv change review meetings.
  • Ensure timely notification of changes to client.
  • Oversee the enhancement and automation of the change report and distribution
  • Evaluate the risk of the change and provide relevant impacted related information to the client.
  • Validate that the appropriate processes were followed before high-risk changes are approved.

Configuration Management
  • Identify, update, and maintain all client specific CIs in the CMDB (e.g. BSM role for SYF CIs)
  • Leverage discovery tools to identify client dedicated and shared CIs
  • Identified mapped application services and attach client deployment to each.
  • Drive the documentation of infrastructure and network diagrams.

Client/Private Line Connectivity Administration
  • Understand / document SYF Private Line Connectivity
  • Facilitate implementation of new client connectivity for services
  • Engage with Fiserv technical teams and network engineering teams to identify network requirements for client migrations, projects, and maintenance events.
  • On occasion, support after hours changes related to applications and network.

Incident Management
  • Engage in client impacting incidents or high visibility issues to help drive incident investigation, resolution, etc.
  • Liaison with client during incident bridges.
  • Serve in 24x7 on-call rotation.
  • Establish strong working relationships with peers to drive customer-oriented solutions which continually improve the support experience

Problem Management
  • Help facilitate problem management reviews.
  • Track problem management tasks to completion.
  • Identify gaps in monitoring standards and partner with AppOps and ICTO teams to ensure all required monitoring is in place and operationalized.
  • Work across the organization to define, establish and support multi-functional solutions

Reliability Management
  • Develop and operationalize Capacity Planning activities - engage with technical resources to ensure capacity is in place and administered for peak season processing.
  • Make application, infrastructure and technology recommendations to ensure current and future service quality and stability.
  • Develop and manage against benchmarks which are aligned with Fiserv and industry best practices
  • Partner with business/functional/application teams to ensure the platform (application and infrastructure) is designed for high availability.
  • Develop operational processes to ensure a high level of service quality

Other Responsibilities
  • Oversee the activities managed within the team Database
  • Responsible for the client coordination and oversight of Disaster Recovery testing

Basic qualifications for consideration:
  • Bachelor's degree in Computer Science, IT or equivalent experience.
  • 3+ years software support/technical client services or IT Service Management related experience.
  • Serve in 24x7 on-call rotation.
  • Experience with Disaster Recovery preferred.
  • Previous experience working in a client facing role.
  • Experience in the financial services industry is a plus.
  • ITIL, Agile, etc. Certifications/Experience is a plus.
  • Access experience preferred

You're the kind of person who:
  • Has strong client relationship/management skills and is comfortable working in a client facing role.
  • Has solid decision-making skills and the ability to prioritize task with strong time management.
  • Is self-driven (Self-learner, organized and self-motivated).
  • Has strong written and verbal communication skills
  • Is able to work with ambiguity and is able to break down components in order to get the work done.

  • Limited 10% travel or less.

This role is not eligible to be performed in Colorado.

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).

Fiserv is an Equal Employment Opportunity Employer, and it is the Company's policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.

In order to protect our Fiserv community, Fiserv requires all newly hired employees to be fully vaccinated before their start date. Proof of vaccination will be a condition to hiring. Fiserv complies with all applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.
More Information on Fiserv
Fiserv operates in the eCommerce industry. The company is located in Brookfield, WI, Dublin, OH, Parsippany, NJ, King of Prussia, PA, Stafford, TX and Sugar Land, TX. Fiserv was founded in 1984. It has 30686 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 31 open jobs at Fiserv, click here.
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