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Lead IT Service Management Specialist

3 months ago

Riverwoods, United States Discover Full time

Discover. A brighter future.
With us, you'll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it - we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.
Come build your future, while being the reason millions of people find a brighter financial future with Discover.
Job Description:
At Discover, be part of a culture where diversity, teamwork, and collaboration reign. Join a company that is just as employee focused as it is on its customers and is consistently awarded for both. We're all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.
Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.
The Lead IT Service Management Specialist is responsible for performing as a high-level individual contributor in the support of core offerings of the service. Coordinates the activities of the team daily. Assists with team activities and performance. Point person for communicating with other teams and consumers
Responsibilities

  • Create and modify changes with any required approvers, validators, and implementation tasks (not responsible for implementation plans).
  • Understand the change windows for each major business unit and set estimate target window for changes.
  • Attend CAB meetings.
  • Determine if the estimate target date for the change is OK and if not, negotiate.
  • Understand who the major contacts are for datacenter resource consumers.
  • Hold meetings with major contacts to explain scope of work and concerns about windows.
  • Hold "office hours" for any major outage changes.
  • Act as a project manager for major multi-step changes. For example, we might refresh equipment in the datacenter. They should help us work with any required contacts to determine the order and dates in which we upgrade racks.
  • Attend change nights and be responsible for validation chats and keep everyone away from the engineers.
  • Could front-end Audit/Risk requests. They could coordinate changes needed and update audit/risk records.
  • Could front-end NOC requests, maybe coordinate what is needed and manage engagements.
  • Works in partnership with all Business Technology teams to support high system availability through the change management process. Ability to think like the consumers of the service and to negotiate terms of service.
  • Provides technical leadership to peers and consumers. Responsible for using principles to understand customer situations and create solutions. Identifies and participates in service improvement initiatives
  • Drafts and publishes knowledge articles about and relating IT Service Management.
  • Manages or operates in their defined service.
  • Responsible for reporting on the established KRI/KPI for the service.


Minimum Qualifications
At a minimum, here's what we need from you:

  • Associate degree in Computer Science or related
  • 4+ Years' Experience IT Services or related
  • In lieu of a degree, 6+ relative IT Services or related experience


Preferred Qualifications
Bonus Points If You Have:

  • Bachelor's degree in computer science or related
  • 6+ Years' Experience IT Services or related
  • ITIL Certification
  • Network Security Applications for technical knowledge:
    • Tufin
    • Palo Alto
    • Akamai
    • Zscaler
    • Menlo
    • Netskope
    • Cisco


Application Deadline:
The application window for this position is anticipated to close on Aug-11-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.
Compensation:
The base pay for this position generally ranges between $75,500.00 to $127,900.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.
Benefits:
We also offer a range of benefits and programs based on eligibility. These benefits include:

  • 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


Learn more at mydiscoverbenefits.com .
What are you waiting for? Apply today
All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.
Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)
Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com . Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.