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Associate, Consumer Banking
Discover Financial Services
New Castle, DE, United States
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Job Description
As a member of the Incident Management team, this individual will be responsible for all access-related incidents and requests for the lines of businesses within Consumer Banking. This role is critical to Incident Management, ensuring our front line support agents have the proper access they need, in an extremely timely manner, to service our customers quickly and efficiently.
Candidate will oversee the day-to-day production support and troubleshooting/triage for system and operational issues related to access for the Consumer Banking shared systems. In addition, this resource will maintain and support reporting of his/her own, to ensure a successful grade on a quarterly access review performed by our internal Information Security Audit team.
In addition to Access related Incident Management responsibilities, this party will have 1-2 additional departments within their Incident Management scope of triage and remediation (either DEP, DPL or DSL line of business related).
The candidate should have a balanced skill set of business acumen. The candidate must be proactive, have strong thinking and problem solving skills, and be willing to work in a fast-paced, dynamic environment. The candidate should be able to multi-task and quickly turn-around immediate priority requests
Key Responsibilities:
• Oversee IDM access request approvals for system production roles
• Be the liaison between Business and Technology teams for any access level changes and new access creation
• Own and update the Master Access mappings for business
• Oversee the day-to-day production support and troubleshooting/triage for system and operational access issues and requests
• Maintain and support reporting needed to successfully pass the quarterly internal audit review
• Provide day-to-day quality assurance on processes, deliverables, documentation, communication, and follow ups with individual users
• Document risks and issues, along with recommend solutions; Provide timely escalation of all incidents that are resulting in a deteriorating customer experience and drive progress towards remediation and resolution
• Implement strong customer service and trouble shooting skills to work through issues that may be user errors versus production issues
• Collaborate with key business and BT partners to ensure timely response for assugned incidents and new requests
• Manage to SLAs for ticket resolution by level of severity to avoid aging incidents
• Comply with policies and regulations through development and oversight of key controls
• Assist with Production Support function including quickly catching non-issues and duplicate incidents to ensure our technology partners are focused on true production issues only
• Perform proper/precise governance over our business CBK (investigation, impact analysis, customer remediations, permanent solutions, validations, workarounds and closures)
• Work with the IM team to identify process improvements and operational efficiencies
• Engage, and build relationships, with Business Technology and Deposits/DPL Business SME partners
• Proactively acquire business knowledge and technical expertise to provide insights to our business issues and concerns.
• Other duties as assigned
Position can be located in: Riverwoods, Phoenix, Lake Park, Delaware
Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to require standards and process
#LI-LG1
Skills
Skills Required:
• Excellent written and verbal communication skills; good follow-through and self-motivation to complete daily assignments and long-term goals
• Previous incident management experience
• Ability to credibly coordinate with multiple partners and vendors
• Team oriented mindset, problem solving skills, accuracy and attention to detail, proofs own work before sending out to internal customers.
• Ability to multi-task in a fast paced, cross functional environment, and be flexible to take on different areas of the business when needed
• Have high-level overview of Agile process and methodologies
• Associates degree or 1-3 years relevant experience.
Experience with Service Now is a plus
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.