Lead IT Service Management Specialist

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

What You’ll Do

At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers and is consistently awarded for both. We’re all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career. 

The Lead IT Service Management Specialist is responsible for leading a group of 5-8 IT service management professionals or performing as a high-level individual contributor in the support of core offerings of the service. Coordinates the activities of the team daily. Assists with team activities and performance. Point person for communicating with other teams and consumers. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management. 

How You’ll Do It

• Works in partnership with all Business Technology teams to support high system availability through the change management process. Ability to think like the consumers of the service and to negotiate terms of service.
• Provides technical leadership to peers and consumers. Responsible for using principles to understand customer situations and create solutions. Identifies and participates in service improvement initiatives.
• Drafts and publishes knowledge articles about and relating IT Service Management.
• Manages or operates in their defined service.
• Responsible for reporting on the established KRI/KPI for the service.
• Organize and conduct post incident reviews to determine root cause of production incidents. 
• Works in partnership with all Business Technology teams to support high system availability through the change management process. Ability to think like the consumers of the service and to negotiate terms of service.  
• Provides technical leadership to peers and consumers. Responsible for using principles to understand customer situations and create solutions. Identifies and participates in service improvement initiatives  
• Drafts and publishes knowledge articles about and relating IT Service Management.  
• Manages or operates in their defined service.  
• Responsible for reporting on the established KRI/KPI for the service. 

Qualifications You”ll Need:

The Basics

• Associate’s degree in computer science or related 
• 4+ years of experience in IT Services or related 
• In lieu of a degree, 6+ years of experience in IT Services or related 

Physical and Cognitive Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

Does this job require remaining in a stationary position, including but not limited to, primarily sitting and standing?

• Primarily remain in a stationary position.

Does this job require the ability to move about inside or outside the work environment to complete the major responsibilities of the job?

• No required movement about the work environment to complete the major responsibilities of the job.

Does this job require the ability to transport physical objects? If so, provide the weight of the heaviest object the job needs to transport without the aid of machinery or equipment or the weight equivalency with the aid of machinery or equipment.

• No

Primarily, where is this job performed?

• Primarily performed indoors in an office setting.

Does this job require the ability to operate equipment or machinery?

• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.

Does this job require the ability to communicate verb