Lead Problem Management Specialist - BT

Job Description

We are looking for a highly motivated Lead Problem Management Specialist to join our team at Discover Financial Services. In this role, you will be responsible for managing the life-cycle of assigned Business Technology (BT) Issues, identifying root causes, minimizing future impacts, and documenting actions to resolve problems. You will collaborate with various teams to ensure timely resolution of issues and actively manage and escalate risks and customer-impacting problems. If you have a keen eye for detail, strong problem-solving skills, and the ability to work collaboratively, we encourage you to apply.

Responsibilities

• Manage the life-cycle and coordinate actions to resolve assigned BT issues.
• Ensure root cause analysis, identify fixes, and implement preventive measures for issues.
• Work with business partners to maintain service level agreements and resolve blockers.
• Maintain inventory of problems and track progress in ServiceNow.
• Identify and propose process improvements and mentor Service Support Specialists if assigned.

Required Qualifications

• Associate’s degree in Business, Information Technology, Mathematics, Analytics, or Statistics.
• 4+ years of experience in Consumer Banking Call Center Operations, Project management, or related fields.

Preferred Qualifications

• Bachelor’s degree in relevant fields.
• 1+ years of people management or related experience.

Benefits

Discover Financial Services offers a comprehensive benefits package based on eligibility, including Paid Parental Leave, Paid Time Off, 401(k) Plan, Medical, Dental, Vision, and more. Learn more at MyDiscoverBenefits.com. Take the next step in your career and make a difference with Discover – apply now!