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Analyst, Production Support
Discover Financial Services
Riverwoods, IL, United States
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Job Description
The Production Business Support Analyst will provide data-driven thought partnership to drive Discover Global Operations Business using a blend of application production readiness strategy and business impact analysis experiences. This position will be responsible to provide business support of multiple Payment Services applications along with leading continuous improvement and process enhancements and balance the Customer Experience. This position requires you to be available via a pager to provide business production support on a rotating weekly shift basis with other team members. The person needs to have a solid understanding of Payment Services Applications with a particular emphasis on Discover Network and Diners Club International. Excellent communication, analytical and collaboration skills along with the ability to work independently with limited supervision is required as this position will be a key liaison between the client facing teams and technology partners.
*This role is located in Riverwoods (IL) but Farnborough (UK), Phoenix (AZ), and New Albany (OH) candidates will be considered.
Responsibilities:
• Conduct Analytics to find the business impact for Customer impacting issues/requests.
• Participate in the Strategic Initiatives/special projects and work closely with agile scrum team to develop and implement proactive monitoring & IIN monitoring features to support the Quality of Acceptance initiative.
• Responsible for the identification, execution and measurement of cross-functional continuous improvement, efficiency and effectiveness especially for Issuer Identification Number Management functions.
• Discover Global Network applications business production incident and outage communication.
• Assist in the development and execution of monthly utilization and quality metrics
• Provide periodic status updates to business stakeholders and upper management for Client Impacting Incidents and Projects.
• Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and practices
Skills Required:
• Bachelor’s Degree (or Equivalent Experience) with preferred field of study in Business, Marketing, IT project management, info systems and design, or computer science
• 6 years of relevant experience (financial services experience a plus)
• Solid understanding of Card Payment applications like Authorizations, Settlement/Interchange, IIN/BIN Management, Digital Payments, Disputes, and Account Center.
• Excellent communication and presentation delivery skills – the ability to accurately and thoroughly communicate complex information in a clear, concise and actionable manner across functional disciplines as well as management levels
• Proficient in splunk language to create reports and dashboards, SQL and Teradata highly preferred
• Ability to handle a high volume workload in a time sensitive environment
• Ability to analyze existing processes, identify process improvements and document the process
• Demonstrated problem solving, decision making, and leadership skills
• Self-motivated coupled with the ability to work independently across multiple projects with limited supervision
• Informal influence – the ability to drive sustainable action and derive repeatable results across Operations and within other functional areas
• Proficient in Microsoft Office, including Excel, Word, PowerPoint and Visio
Skills
See job description.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.