Lead Problem Management Specialist - BT

Job Description

We are looking for a Lead Problem Management Specialist to join Discover Financial Services. In this role, you will be responsible for managing the life-cycle of assigned Business Technology (BT) issues, identifying root causes, minimizing future impacts, and documenting actions taken to resolve problems. You will collaborate with various teams to ensure timely resolutions and manage and escalate risks and customer-impacting issues.

Responsibilities

• Manage the lifecycle and coordination of actions to resolve assigned issues.
• Ensure service level agreements are met and blockers are resolved or escalated as needed.
• Maintain problem inventory and progress status in ServiceNow.
• Identify and propose process improvements and mentor Service Support Specialists.

Required Qualifications

• Associate’s degree in Business, Information Technology, Mathematics, Analytics, or Statistics.
• 4+ years of experience in Consumer Banking Call Center Operations, Project management, or related fields.

Benefits

• Paid Parental Leave.
• Paid Time Off.
• 401(k) Plan.
• Medical, Dental, Vision, & Health Savings Account.
• STD, Life, LTD, and AD&D.
• Recognition Program.
• Education Assistance.
• Commuter Benefits.
• Family Support Programs.
• Employee Stock Purchase Plan.

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