Position Purpose: The Reference Management Program (RMP) Program Administrator will deliver administrative support and overview to the enterprise level Fiserv RMP, as well as help deploy the initial program across Fiserv.  The RMP is designed to provide a defined structure and processes for handling all aspects of the Reference Management process within Fiserv which range from identification and selection of candidate references to handling of reference requests to ensuring the status of the candidate references are maintained and up to date.  The approach ensures there is consistency and reliability in our available reference options.  The Program Administrator is tasked with ensuring the RMP meets these goals by successfully maintaining and administering the services and tasks designed to optimize the program.

Business Description: The position is designed to provide administrative oversite and management for the Fiserv RMP as defined in the Fiserv Reference Management Program Guide.  Responsibilities include, but are not limited to, serving as the primary liaison with business unit-level Reference Management representatives/staff, enterprise-wide client partners/account managers, and new business sales team.  The administrator is a dedicated resource in maintaining/ managing the RMP Solution used to deploy the enterprise-wide program.

Essential Job Responsibilities:

Provide project management support in the coordinated deployment of the Reference Management Program across Fiserv, including but not limited to

Coordination with existing Reference Management resources already in place in the business units

Scheduling and providing of training to key teams involved in the program (i.e. Account Managers, Client Partners, Sales Executives)

Keeping the program deployment on track regarding milestones

Work directly with the business unit Reference Management support staff in fulfilling and maintaining the reference process and candidate pool Collaborate with Fiserv with Business Unit teams to develop and maintain listing of reference clients for all Fiserv businesses Using the Fiserv selected Reference Management solution, manage the process of identifying, selecting and training potential reference candidate clients for the program Serve as a subject matter expert in the area of the reference management process to the Account Management/Client Partner teams. Provide all documentation needed resources  to performs on-site program overview and explanation of the program to reference candidate clients Ensure contacts listed within the Fiserv selected Reference Management solution are up-to-date and accurate. Maintains reference client information and profiles in conjunction with the Fiserv selected Reference Management solution, including but not limited to:

Tracks dates and number of site visits hosted by the client, as well as training classes, Fiserv-hosted meetings, Fiserv licensed products and personnel changes

In December, reviews Showcase-Level Addendums to determine which should be updated and renewed with current showcase clients

Delivers the renewal Showcase Addendum to the showcase-level client for review, signing and return toFiserv; delivers client-signed Addendum to the business manager to sign; delivers a scanned copy of executed Addendum to the showcase client

Orders and ships holiday gift to all reference clients in December

Prepare the annual Reference Management Executive Update to help participating references  understand Fiserv's strategic direction and major initiatives   Provides client-facing materials relevant business unit marketing and communications team for sufficient review and approval in advance of the presentations Prepares the showcase packet used to present the program to prospective sales clients

Showcase presentation




Activity Statement

Talking points

Coordinate and help provide reference program orientation to candidate reference clients, upon completion of vetting, during which reference client staff and management are introduced to the reference management program Develop and produce reporting for reference management program.  Tracks and reports program activities and assists with coordination of reference sales client visits, in tasks as defined below:

Contacts the participant reference client to coordinate available dates for a prospect visit

Delivers the completed site visit survey to the participant reference client

Works with the participant reference client to prepare the site visit agenda

Delivers the completed site visit agenda to the sales representative and prospect

Arranges for executive management attendance, if requested by sales associate

Contacts the participant reference client after the visit to gather feedback

Provide continued guidance and recommendation on how the program should evolve and change with the needs of the company Ability to travel 10% of the time, primarily to other Fiserv locations, including international office locations. Other duties as assigned

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.

Required Qualifications:


  • Bachelor's Degree in business, finance, marketing, computer science and/or related field or equivalent experience

    Job related Experience:

  • Possesses at least 5 years of experience in program and/or process support, optimally related toadministration of a support program
  • Demonstrated ability in understanding of / or ability to quickly acquire in depth knowledge of multiple product lines in support of the responsibilities above
  • Ability to navigate the many Fiserv business units and work effectively within and across functions within these business unit
  • Experienced independent problem solver possessing the ability to handle unexpected challenges without precedents or guidelines
  • Exceptional written and oral communication skills
  • Proven ability to understand and effectively communicate with multiple levels of the organization’s teams, including but not limited  to functional, technical, financial, client-facing and legal teams
  • Adaptability, flexibility and the ability to deal with ambiguity associated with working in a fast paced and changing environment.
  • Must have unrestricted authorization to work in the United States
  • Clear Thinker - Demonstrated analytical and problem-solving skills.
  • Team Player - Demonstrated ability to consistently contribute in a team setting. Solid interpersonal skills - the ability to pick up on nuances of client interaction and communications. Demonstrated ability to lead and manage complex matrix teams across geographic and business unit boundaries.

    Additional Skills/Knowledge:

  • Strong skill level with Microsoft office products (Word, Excel, PowerPoint, Visio, etc.)
  • Strong relationship building skills both internally and externally
  • Strong problem solving skills and attention to detail
  • Responsive, reliable and results oriented
  • Strong project management skills
  • Strong organizational skills
  • Strong communications skills (written and oral)
  • Ability to operate and work as part of a team
  • Ability to be a self-directed as a single contributor
  • Broad business acumen
  • Ability to confirm solution fit and identify customer specific benefits that will help contribute to a unique business value offering 
  • Ability to understand and articulate customer business requirements and develop the corresponding proposal design
  • An understanding of common databases (Oracle, SQL, Sybase, DB2), networking, and operating systems is a plus
  • An understanding of business intelligence and associated reporting tools (Crystal, Cognos, Actuate, Business Objects) is a plus
  • Ability to effectively react in dynamic, customer facing situations
  • Strong analytical skills 
  • High degree of professionalism in appearance and manner

Job ID 4974613

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