Project Management Senior Professional II (non-technical)

Fiserv•Omaha, NE

5d•Onsite

About The Position

You will join a cross-functional program team at Fiserv focused on delivering reliable customer care and call center transformation initiatives. This role leads medium-to-large projects that align operational, business, and technology partners to improve service delivery, reduce risk, and meet cost and timeline objectives.

Requirements

5+ years of experience in project management leading medium-to-large initiatives using Agile and Waterfall methodologies.
Experience in eliciting, documenting, and managing business requirements and process mapping.
Experience with Microsoft Project and project scheduling tools.
Experience with collaboration and issue-tracking platforms such as Jira, Confluence, and SharePoint.
Bachelor’s degree or 4+ years of equivalent combination of educational background, related experience, and/or military experience.

Nice To Haves

PMP or CAPM certification.
Change management certification and practical application in projects.
3+ years of experience in call center and customer care operations management
Transformational program experience with workforce management platforms and contact center platforms (e.g., Genesys).
Experience implementing or integrating CRM/service platforms such as Salesforce Service Cloud.
Demonstrated stakeholder management with executive-level sponsors and cross-functional leadership in transformational programs.

Responsibilities

Define project scope, develop detailed project plans, track milestones, and manage dependencies, risks, and change controls.
Coordinate cross-functional workstreams with call center operations, workforce management, business analysis, and IT to ensure timely delivery of business requirements.
Facilitate requirements gathering, process mapping, change impact assessments, and signoffs with business owners and stakeholders.
Manage project communications, status reporting, stakeholder updates, and escalation of critical issues to senior leadership.
Drive continuous improvement by identifying process or procedure changes and recommending measurable improvements.
Mentor and coordinate contributions from matrixed team members and external vendors to achieve project outcomes.
Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Benefits

Fuel Your Life program to support physical, financial, social, and emotional well-being
Paid holidays and generous time away policies
No-cost mental health support through Employee Assistance Programs
Living Proof program to recognize your peers’ extra effort with points used for rewards
Eight Employee Resource Groups to foster a collaborative culture
Unparalleled professional growth with training, development, and internal mobility opportunities
Retirement planning and discounted shares with the Employee Stock Purchase Plan
Medical, dental, vision, life, and disability insurance options available day one
Tuition assistance and reimbursement program
Paid parental, caregiver, and military leave