CALLING ALL INNOVATORS – FIND YOUR FUTURE AT FISERV.

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.

EXPERIENCE YOU’LL NEED TO HAVE:

• 2+ years of experience as a Change Manager or experience in a similar role such as a change advocate or project manager.
• 2+ years of hands-on experience in a ServiceNow environment, particularly with Incident and Change Management functions.
• 1+ years of experience developing reports and metrics, such as SLA and MTTR, within ServiceNow.
• ITIL Foundation or higher certification.
• Bachelor’s degree in computer science or business management and/or equivalent military experience.

EXPERIENCE THAT WOULD BE GREAT TO HAVE:

• Project management using Agile methodologies.
• Experience conducting weekly audits of SLAs and KPI reporting.
• Change Advisory Board (CAB) meeting facilitation.
• Experience in IT operations monitoring to identify improvement opportunities.
• Experience ensuring compliance with regulatory standards in change management processes.
• Experience with Power BI.

ABOUT YOUR ROLE:

At Fiserv, the Change Manager plays a critical role in overseeing the Divisional Change Management process within the Financial Institution Group (FIG). You will facilitate Change Advisory Board (CAB) meetings, ensuring adherence to ITIL standards. Your expertise will ensure robust knowledge transfer on ITIL Change Management practices to both onshore and offshore teams. You will drive improvements in IT service quality, monitor execution, and lead strategic, enterprise-level changes within a ServiceNow environment. You will apply and uphold industry’s best practices in change management.

WHAT YOU’LL DO:

• Develop, refine, and elevate the IT change management framework, including processes, procedures, and approvals, while delivering ongoing education for IT teams, business system owners, and stakeholders.
• Establish and maintain IT processes to support effective change management operations.
• Lead FIG Change Advisory Board meetings and real-time decision-making, ensuring cross-functional participation, summarizing outcomes, and updating change records with approval decisions.
• Manage key change management deliverables, milestones, and critical activities to ensure project success. Monitor IT execution to identify improvement opportunities, mitigate incident risks, and enhance change management service quality.
• Define and manage metrics to evaluate process effectiveness and provide transparent controls for change management activities. Assess and categorize change requests based on type, impact, and risk to prioritize appropriately.
• Conduct trend analyses of critical business services and historical events to identify patterns and implement proactive change management strategies.
• Communicate change records effectively to business stakeholders, serving as the voice of FIG Change Management.
• Maintain compliance with regulatory standards across all change management processes, including monitoring and reporting.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.