Senior IT Service Management Expert

2 weeks ago

Deerfield Beach, Florida, United States Discover Full time

Explore a Future of Innovation.

At Discover, you will engage in impactful work from the outset. Our team-oriented culture is anchored in three fundamental principles: We Strive for Excellence, We Improve Continuously, and We Achieve Success Collectively. We genuinely want you to thrive and contribute to a leading digital banking and payments organization. We appreciate your individuality, providing you with the chance to excel.

Shape your career while being a pivotal part of how millions achieve a brighter financial outlook with Discover.

Position Overview:

At Discover, immerse yourself in a workplace where diversity, teamwork, and collaboration are paramount. We are dedicated to our employees just as much as we are to our clients, consistently earning accolades for both. Our focus is on people, and our workforce is the reason Discover is a remarkable place to build a career. Be instrumental in helping countless consumers forge a brighter financial path while advancing your own career in a fulfilling environment.

Note: Discover does not sponsor or transfer employment work visas for this role. Candidates must be authorized to work in the United States on a full-time basis.

The Lead IT Service Management Specialist serves as a Technical Writer with a concentrated emphasis on refining data center documentation. The ideal candidate will have a thorough understanding of layer 1 infrastructure and expertise in mechanical and electrical systems within data center settings. This position entails crafting clear, precise, and accessible documentation to enhance the optimization and upkeep of our data center facilities.

Key Responsibilities:

  • Collaborate with interdisciplinary teams to evaluate and enhance current data center documentation.
  • Develop, revise, and sustain comprehensive documentation for system (IoT) configurations, integrations, and alerts.
  • Create, update, and maintain thorough documentation for layer 1 infrastructure, including cabling, connectivity, and physical layouts.
  • Produce detailed documentation for mechanical and electrical systems within data centers, ensuring clarity and accuracy, including potential failure scenarios and resolutions.
  • Work closely with engineering and operations teams to gather insights and translate technical information into user-friendly documentation.
  • Establish and advocate for documentation standards, ensuring consistency and adherence to best practices.
  • Streamline processes related to documentation creation, review, and updates for enhanced efficiency and effectiveness.
  • Collaborate with data center teams to understand emerging technologies and infrastructure modifications, integrating them into documentation as necessary.
  • Act as a bridge between technical experts and end-users to enhance communication and improve documentation usability.
  • Partner with all Business Technology teams to ensure high system availability through the change management process, thinking from the consumer's perspective to negotiate service terms.
  • Provide technical guidance to peers and consumers, utilizing principles to comprehend customer situations and devise solutions. Participate in service improvement initiatives.
  • Draft and publish knowledge articles related to IT Service Management.
  • Manage or operate within their defined service.
  • Responsible for reporting on established KRI/KPI for the service.

Minimum Qualifications:

To qualify, candidates should possess:

  • An Associate degree in Computer Science or a related field.
  • A minimum of 4 years of experience in IT Services or a related area.
  • Alternatively, 6 years of relevant IT Services experience in lieu of a degree.

Preferred Qualifications:

Ideal candidates will have:

  • A Bachelor's degree in a relevant technical discipline or equivalent practical experience.
  • Proven experience as a Technical Writer with a focus on enhancing data center or infrastructure documentation.
  • Knowledge of IoT, system integration/configuration, layer 1 infrastructure, including cabling, networking, and physical components.
  • Familiarity with mechanical and electrical systems within data center environments.
  • Exceptional attention to detail and the ability to convert complex technical concepts into clear and concise documentation.
  • Experience with documentation tools and version control systems.

Compensation:

The base salary for this position typically ranges between $75,500.00 to $127,000. Additional incentives may be offered as part of a competitive total compensation package. Factors such as geographical location, relevant experience, education, and skill level may influence the pay for this role.

Benefits:

We offer a variety of benefits and programs based on eligibility, including:

  • Paid Parental Leave
  • Paid Time Off
  • 401(k) Plan
  • Medical, Dental, Vision, & Health Savings Account
  • Short-Term Disability, Life, Long-Term Disability, and Accidental Death & Dismemberment Insurance
  • Recognition Program
  • Education Assistance
  • Commuter Benefits
  • Family Support Programs
  • Employee Stock Purchase Plan

Discover is committed to fostering a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other legally protected status.

Discover complies with all applicable federal, state, and local laws regarding qualified individuals with disabilities and is dedicated to providing reasonable accommodations. If you require assistance in searching for a position, completing an application, or participating in an interview, please reach out for support. All information regarding accommodation needs will be kept confidential and used solely to determine necessary accommodations.

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