IT Service Incident Communications Advisor

IT Service Incident Communications Advisor

Calling all innovators – find your future at Fiserv. We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

At Fiserv, the IT Service Incident Communications Advisor plays a pivotal role by delivering timely, clear, and concise communications to Fiserv clients regarding production outages and service disruptions. This position involves monitoring incident dashboards, participating in incident response calls, and collaborating with associates and leadership at all levels to assess and fulfill client communication needs. The Specialist drafts and distributes client communications throughout the incident lifecycle and prepares comprehensive post-incident reports.

What you'll do:

• Serve as a primary point of contact during incidents by participating in bridge calls, assessing client impact, and delivering timely, accurate client communications.
• Ensure the accuracy, consistency, and timely distribution of all client communications related to incidents and service updates, including escalation as needed.
• Participate in a rotating 24x7 on-call schedule, providing critical support and response as required.
• Adhere to incident management processes, including completion of postmortems Client Root Cause Analysis and identification of process improvement opportunities.
• Assist with developing and maintaining client escalation playbooks, SWAT Incident Notification groups, and standard operating procedures.
• Collaborate with internal teams, including Enterprise Monitoring and business partners, to enhance client support models and best practices.
• Administer and maintain SharePoint sites and oversee client communication distribution processes.
• Track and report on key performance metrics related to client communications and incident management. Provide training and support to team members and stakeholders.

Experience you'll need to have:

• 6+ years of experience in incident response, crisis communication, or technical program management.
• 3+ years of experience of Service Management experience.
• 2+ years of experience in writing, proofreading, and providing communications to external clients and internal stakeholders.
• Bachelor's degree in Business Administration, Communications, Information Technology, or a related field and/or equivalent military experience.

Experience that would be great to have:

• Knowledge of Service Management ITIL or business process frameworks.
• 2+ years of experience in the financial services or technology industry.
• 2+ years of experience in Communications/Business Writing. Enterprise Incident Management, or Risk Management.
• Proven ability to translate complex technical issues into clear, actionable messaging for diverse audiences.
• Experience working with enterprise communication platforms (e.g., ServiceNow, Slack, Microsoft Teams).

How you'll work:

• This role requires being on-call during non-standard and/or overnight hours on a rotational basis.
• To be considered, you must be either a US Permanent Resident or US Citizen due to contractual obligations.
• This role requires use of a computer and audio equipment.

Important information about this role:

• 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 lead to stronger productivity.
• This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.

Perks at Work:

• We're #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
• Maintain a healthy work-life balance with paid holidays, generous time off policies, including Recharge & Refuel time for qualifying associates, and free counseling through our EAP.
• Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
• Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
• Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
• Advance your career with training, development, certification, and internal mobility opportunities.

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.