Lead, IT Service Management

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.

Job Title

What does a great “Change Manager, Professional” do?

The Change Manager facilitates the control, coordination, and management of changes to an organization's IT infrastructure. They assist in planning, tracking, and executing changes to systems, applications, configurations, and more, ensuring minimal disruption to services. The Change Manager is responsible for overseeing the entire change process, from requesting and assessing changes to their approval, review, and contribution towards maintaining a structured approach to minimize risks and maintain system stability.

The role is required to be performed from Fiserv India offices providing overlap with US working hours .

What you will do:

• Assess change requests submitted by various stakeholders.
• Coordinate and prioritize change implementation schedules.
• Participate in and manage Change Advisory Board (CAB) meetings / Chair CAB.
• Review the potential impact of changes on IT infrastructure and services, ensuring all changes are recorded, reviewed, and approved before implementation. If required, facilitate discussions among relevant teams to evaluate and approve changes.
• Evaluate performance metrics against the defined critical success factors and institute actions to correct shortcomings or further streamline the process as necessary.
• Ensure compliance with organizational policies and standards.
• Oversee the execution of approved changes and monitor their progress.
• Mitigate risks and issues that may arise during the change process.
• Conduct post-implementation reviews to assess the success and impact of changes.
• Continuously improve change management processes based on feedback and insights.
• Constantly improve the Change Management process, maintaining user-centricity and industry best practices.
• Supervise change activities and provide guidance as necessary.
• Promote awareness and educate the community on the Change Management process.
  

What you will need to have:

• 5+ years of professional ITIL Change Management experience, demonstrating in-depth knowledge of ITIL Change Management processes, principles, methods, and techniques, is required.
• Proficiency with the ServiceNow platform and its Change Management module is essential.
• Experience in managing and coordinating all activities necessary to control, track, and audit changes in the environment is necessary.
• ITIL V3 / ITIL 4 foundation certification is considered a plus.
• A solid grasp of IT infrastructure and systems is required.
• Understanding of change control processes and best practices is necessary.
• Ability to assess the impact of changes on systems and services is crucial.
• Strong communication skills to coordinate between various teams and stakeholders are essential.
• Problem-solving abilities, capable of mitigating risks and addressing issues that arise during changes, are necessary.
• Attention to detail and meticulousness in reviewing change requests and their potential impact are important.
• The capacity to work in a dynamic environment with evolving technologies and processes is necessary.
• Proficiency in documenting and reporting on change processes and their outcomes is essential.
• Basic understanding/skills in Unix and Windows are required.
• Basic understanding/skills in Network, Database, Middleware, and batch job processing are needed.
• MUST be flexible to work in shifts as per the changing business requirements.

Who We Are:

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.

We are a part of Fiserv’s Technology group. We deliver revenue generating and revenue protection projects for business units that provide best in class financial services products to banks, credit unions, and customers.

We welcome and encourage diversity in our workforce. We are an Equal Opportunity Employer. All the qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, or disability.

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).

What you should know about us:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune ® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.

Our commitment to Diversity and Inclusion:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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