About your role:

We are seeking a detail-oriented and proactive Major Incident Management Workload Coordinator to join the FICC (Fiserv Incident Command Center). This candidate will be responsible for managing and coordinating the workload of the Major Incident Management organization, ensuring efficient handling of Major Incidents, while maintaining the highest service levels. The Workload Coordinator will play a crucial role in optimizing resource allocation, streamlining processes, and enhancing overall Major Incident Management performance.

What you’ll do:

• Workload Coordination: Monitor and manage the distribution of Major Incident Management tasks to ensure balanced workloads across the Major Incident Management organization and partner with Duty Managers for assurance of timely resolution for all Major Incidents.
• Resource Allocation: Optimize the use of available Major Incident Management resources by prioritizing tasks and allocating or reallocating team members as needed to address high-priority Major Incidents.
• Process Improvement: Assisting with the identification of opportunities for process enhancements and help to coordinate the implementation of best practices to improve Major Incident Management efficiency and effectiveness.
• Performance Monitoring: Assist in the analysis of Key Performance Indicators (KPIs) related to Major Incident Management.
• Collaboration: Work closely with other departments and stakeholders to ensure seamless communication and appropriate coordination occur during the Major Incident lifecycle.
• Compliance: Ensure FICC personnel comply with company defined policies, procedures, and regulatory requirements.

Experience you’ll need to have:

• Minimum 5 years of experience in a Command Center or similar environment, with at least 3 years of experience working in Major Incident Management.
• Minimum 3 years of experience in Service Management.
• Proficiency in Command Center technologies and software.
• Proficient in working with MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow.
• 6+ years of an equivalent combination of educational background, related experience, and/or military experience.

Experience that would be great to have:

• Experience with the Atlassian Suite, AppDynamics and ServiceNow.
• ITIL Foundational certification.
• Strong working knowledge of monetary movement processing functionality and flow (aka “Funding and Settlement”).
• Strong working knowledge of Command Center monitoring tools (i.e. Splunk, Dynatrace, ThousandEyes, Moogsoft, etc).
• Strong working knowledge of three primary areas of IT infrastructure: Computing platforms, Networking and communications and Data storage

How you’ll work:

• Shift Work: Ability to work 12-hour shifts, which may include nights, weekends, and holidays.
• Environment: Fast-paced, high-stress environment requiring quick thinking, critical decision making and adaptability.
• This role is on-site position. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences helps you with your overall onboarding experience and lead to stronger productivity.
• This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.
• This role may require being on call during non-standard and/or overnight hours.
• This role requires use of a computer and audio equipment.

Important info about this role:

• All offers of employment are contingent on standard background checks. Fiserv and certain of its affiliated companies are federal, state, and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.
• In order to be considered, you must be a U.S. Citizen due to contractual obligations.

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Salary Range

These pay ranges apply to employees in New Jersey and New York. 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.

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).