About your role:
At Fiserv, we deliver mission-critical payments and financial technology solutions that power global commerce. The Service Management team ensures reliable, measurable service delivery and exceptional client experiences. As a Service Executive, you will drive continuous improvement of healthcare service management practices, streamline statement and invoice printing operations, and help maintain high client satisfaction and operational resilience.
What you’ll do:
- Lead end-to-end service management processes (incident, problem, change, request) to ensure high-quality delivery and client satisfaction.
- Collaborate with cross-functional teams to design and implement service improvement strategies, process documentation, and operational runbooks.
- Monitor and analyze service delivery performance and SLAs; produce KPI dashboards and reports to identify trends and improvement opportunities.
- Provide hands-on guidance and support to junior team members on ITSM best practices and tool usage.
- Handle escalated client issues, coordinate root cause analysis, and drive timely resolution and communication.
- Maintain strong client relationships, translate requirements into measurable service improvements, and ensure delivery meets client expectations.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you’ll need to have:
- 4+ years of experience in IT service management and IT operations.
- 2+ years of experience in ITIL framework implementation and lifecycle practices.
- 2+ years of experience in incident and problem management processes.
- 4+ years of experience in change and release management.
- 4+ years of equivalent combination of educational background, related experience, and/or military experience.
Experience that would be great to have:
- Experience in ServiceNow platform configuration, administration, and integrations.
- Project Management Professional (PMP) or experience leading Agile/Scrum delivery for ITSM projects.
- Familiarity with cloud platforms (AWS, Azure) and ITOM/monitoring tools (Splunk, New Relic).
- Experience with automation/orchestration tools (Ansible, Terraform) and ITSM integrations.
How you’ll work:
- 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 leads to stronger productivity.
- This role requires the use of a computer and audio equipment.
Travel:
- Approximately 5% travel off-site or to other office locations is expected.
Sponsorship:
- 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.
Benefits at Fiserv:
Fuel Your Life program to support physical, financial, social, and emotional well-being
Paid holidays and generous time away policies
No-cost mental health support through Employee Assistance Programs
Living Proof program to recognize your peers’ extra effort with points used for rewards
Eight Employee Resource Groups to foster a collaborative culture
Unparalleled professional growth with training, development, and internal mobility opportunities
Retirement planning and discounted shares with the Employee Stock Purchase Plan
Medical, dental, vision, life, and disability insurance options available day one
Tuition assistance and reimbursement program
Paid parental, caregiver, and military leave
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