Lead Issue Management Specialist

Job Description

We are seeking a Lead Issue Management Specialist to join our team at Discover Financial Services. You will be responsible for managing the life cycle of assigned Consumer Banking Problems, identifying root causes, minimizing future impacts, and documenting actions taken to resolve problems. Collaboration with various teams is essential to ensure efficient issue resolution and risk mitigation.

Responsibilities

• Manage the life cycle of assigned incidents/issues and coordinate actions for resolution.
• Ensure service level agreements are met and issues are resolved or escalated in a timely manner.
• Maintain problem inventory and documentation quality in ServiceNow.
• Identify and propose process improvements for issue management.
• Mentor Service Support Specialists if assigned.

Minimum Qualifications

• Associate degree in business, IT, Mathematics, Statistics, or Analytics.
• 4+ years of experience in Consumer Banking Call Center Operations, Project Management, or related fields.
• 6+ years of experience in relevant fields may substitute for a degree.

Preferred Qualifications

• Bachelors degree in relevant fields.
• 1+ years of People Management or related experience.