About your role:
We are seeking a detail-oriented and proactive Major Incident Management Quality Analyst to join the FICC (Fiserv Incident Command Center). This candidate will be responsible for overseeing the quality and effectiveness of major incident management processes and data within the organization. This role involves analyzing incident data, identifying trends, and implementing improvements to ensure timely resolution and minimal impact on business operations. The ideal candidate will have a strong background in IT service management, excellent analytical skills, and the ability to work under pressure. This role is crucial for maintaining the integrity of incident data and ensuring that accurate information is available for decision-making and process improvement.
What you’ll do:
- Data Review: Conduct thorough reviews of incident data to ensure accuracy and completeness.
- Validation: Verify the integrity of data collected during incidents, identifying and correcting discrepancies.
- Documentation: Maintain detailed records of data reviews, including findings and corrective actions taken.
- Collaboration: Work closely with incident management teams to ensure data quality and consistency and develop performance improvement plans to increase data accuracy and completeness.
- Reporting: Generate reports on data quality metrics and trends, providing insights for continuous improvement.
- Compliance: Ensure data adheres to industry standards, regulatory requirements, and internal policies.
- Training: Provide guidance and training to team members on data quality best practices.
- Post-Incident Analysis: Participate in post-incident reviews to identify data-related issues and opportunities for improvement.
Experience you’ll need to have:
- Experience: Minimum of 2-3 years of experience in data analysis or a related role.
- Strong analytical and problem-solving skills.
- Proficiency in data analysis tools and software.
- Proficiency in Command Center technologies and software.
- Committed to delivering high-quality service and ensuring customer satisfaction.
Experience that would be great to have:
- ITIL Foundational certification.
- Strong working knowledge of financial transaction processing for authorization functionality and flow.
- Strong working knowledge of monetary movement processing functionality and flow (aka “Funding and Settlement”).
- Strong working knowledge of online banking and bank branch application functionality and flow.
- 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
- Data storage and management
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.
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