What does a successful Dispute Application Support Associate do?
You play a key role in the daily operations of the Dispute and Internal Systems Application Operations support group within Card Services. You support the detection and resolution of issues across multiple platforms, applications, and products, including Lean Dispute System and Exception Processing, Web Portal, Web Services (API), and interfaces to Visa and MasterCard. You will be collaborating with a global team, handling on-call escalations, and ensuring seamless service continuity. Your efficiency and quick response in supporting critical systems are essential to maintaining our high-performance culture.
What you will do:
- Support Windows Systems and Java development with troubleshooting of production applications within non-production and production multi-tier environments.
- 24x7 on-call support of applications on a rotating basis, and participate in resolution of escalated incidents, while making sure system events are risk assessed, prioritized, and worked aggressively.
- Create application monitoring scripts and automate alerts to track issues in log files.
- Recommend performance and infrastructure capacity improvements and tuning and maintain and/or create technical support documentation.
- Point of escalation accountable for diagnosing and resolving customer-impacting issues, including incident trend analysis and developing risk mitigation plans for continuous improvement.
- Participate in assigned projects representing the support organization, communicate status, issues and delivery risks, and plan for successfully deploying and validating artifacts into production.
- Work with Change Management/Release Managers on the evaluation of change events and in planning work items for production deployment.
- Perform code installations or fallbacks working with release management. Document install defects and assign severity to the problem that occurs and work with various teams to determine root cause.
What you will need to have:
- Bachelor’s degree in Computer Science/Information Systems, or equivalent combination of education and/or military experience.
- 5+ years of IT experience in a technical production support role with a background in Windows Systems Administration and/or Windows/Linux development using Java, Python, or an object-oriented (OO) language.
- 5+ years of experience writing SQL for Oracle or SQLServer.
- 5+ years of experience scripting in PowerShell.
- 5+ years of experience with Microsoft AD & ADFS, Microsoft Desktop Services, Microsoft Virtual Services.
- 5+ years of experience with monitoring tools such as Splunk, ExtraHop, Dynatrace.
- 5+ years of working experience with Amazon AWS or Pivotal Private Cloud.
- 5+ years of ITIL certification demonstrating knowledge of production support best practices.
What would be great to have:
- Familiarity with additional monitoring and diagnostic tools.
- Practical experience in system automation and infrastructure.
- In-depth understanding of IT security protocols and troubleshooting.
- Proven ability to manage multiple tasks and escalate issues effectively.
- Proactive problem-solving capabilities and analytical skills.
- Experience in Agile and DevOps environments and cultures.
Perks at Work:
- We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
- Maintain a healthy work-life balance with paid holidays, generous time off policies, including Recharge & Refuel time for qualifying associates, and free counseling through our EAP.
- Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
- Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
- Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
- Advance your career with training, development, certification, and internal mobility opportunities.
- Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.
Important information about this role:
- This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and lead to stronger productivity.
- You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
- This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.
- 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.
R-10360438
