Production Assurance Analyst Lead

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

Production Assurance Analyst Lead

What does a successful Lead Production Assurance Analyst do at Fiserv?

As a Production Assurance Analyst Lead, you will facilitate operational monitoring efforts, drive incident resolution, implement structured change management, and build scalable processes where none currently exist. You will join the Output Solutions team, supporting our print and card production facilities. In this pivotal role, you will serve as a central point of coordination for production assurance, working cross-functionally with Operations, Engineering, IT, and Quality to ensure consistent, high-quality service delivery.

What you will do:

• Lead the monitoring and rapid response for production systems across multiple facilities, consistently identifying and escalating disruptions to minimize downtime and protect client commitments, ensuring seamless operational continuity.
• Create, document, and implement scalable and robust processes for incident management, change validation, escalation handling, and knowledge capture, with a particular focus on areas where existing processes are limited or informal.
• Own and drive comprehensive post-incident reviews, meticulously identifying root causes and tracking long-term remediation efforts across various stakeholders and support teams to prevent recurrence.
• Partner with internal teams to ensure thorough change readiness, accurately assessing potential production impacts and coordinating schedules meticulously to avoid conflicts or disruptions in operations.
• Develop and maintain advanced KPIs, dynamic dashboards, and detailed reporting tools to measure production health, ensure strict SLA adherence, and conduct insightful trend analysis to drive continuous improvement.
• Serve as a trusted leader and authoritative point of contact during high-impact incidents, providing timely and accurate real-time updates and post-resolution communication to maintain transparency and trust.
• Build, maintain, and continuously enhance comprehensive documentation and knowledge management resources, including SOPs, detailed training guides, and thorough resolution playbooks to support consistency and efficiency.
• Act as an experienced mentor and invaluable resource to junior analysts, sharing industry best practices, fostering skill development, and helping to standardize execution across teams and shifts for optimized performance.

What you will need to have:

• 6+ years of experience in production assurance, IT operations, service delivery, or manufacturing support.
• 6+ years of experience creating and operationalizing new processes or frameworks within complex, multi-site environments.
• 6+ years of experience with tools such as ServiceNow, Power BI, Excel, or equivalent for ticketing, monitoring, and reporting.
• 6+ years of experience in incident, change, and problem management frameworks (e.g., ITIL).
• Bachelor’s degree or equivalent combination of educational background, related experience, and/or military experience.

What would be great to have:

• Background in high-volume print, plastics, or card manufacturing environments.
• Familiarity with regulated environments (e.g., PCI, HIPAA, SOC) and audit readiness.
• Process improvement experience; Lean Six Sigma certification is a plus.
• Prior experience in leading cross-functional meetings and drive consensus across diverse teams and roles

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is accepta