Senior Client Service Professional

Fiserv•Omaha, NE

1d•Onsite

About The Position

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. Job Title Senior Client Service Professional About your role: At Fiserv, we deliver mission-critical payments and financial technology solutions that power global commerce. The Service Management team ensures reliable, measurable service delivery and exceptional client experiences. As a Senior Client Service Professional, you will drive continuous improvement of healthcare service management practices, streamline statement and invoice printing operations, and help maintain high client satisfaction and operational resilience. What you’ll do: Lead end-to-end service management processes (incident, problem, change, request) to ensure high-quality delivery and client satisfaction. Collaborate with cross-functional teams to design and implement service improvement strategies, process documentation, and operational runbooks. Monitor and analyze service delivery performance and SLAs; produce KPI dashboards and reports to identify trends and improvement opportunities. Provide hands-on guidance and support to junior team members on ITSM best practices and tool usage. Handle escalated client issues, coordinate root cause analysis, and drive timely resolution and communication. Maintain strong client relationships, translate requirements into measurable service improvements, and ensure delivery meets client expectations. Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Requirements

4+ years of experience in IT service management and IT operations.
2+ years of experience in ITIL framework implementation and lifecycle practices.
2+ years of experience in incident and problem management processes.
4+ years of experience in change and release management.
4+ years of equivalent combination of educational background, related experience, and/or military experience.

Nice To Haves

Experience in ServiceNow platform configuration, administration, and integrations.
Project Management Professional (PMP) or experience leading Agile/Scrum delivery for ITSM projects.
Familiarity with cloud platforms (AWS, Azure) and ITOM/monitoring tools (Splunk, New Relic).
Experience with automation/orchestration tools (Ansible, Terraform) and ITSM integrations.

Responsibilities

Lead end-to-end service management processes (incident, problem, change, request) to ensure high-quality delivery and client satisfaction.
Collaborate with cross-functional teams to design and implement service improvement strategies, process documentation, and operational runbooks.
Monitor and analyze service delivery performance and SLAs; produce KPI dashboards and reports to identify trends and improvement opportunities.
Provide hands-on guidance and support to junior team members on ITSM best practices and tool usage.
Handle escalated client issues, coordinate root cause analysis, and drive timely resolution and communication.
Maintain strong client relationships, translate requirements into measurable service improvements, and ensure delivery meets client expectations.

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.