Lead IT Service Management Specialist (Change Management)

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:

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. 

 

Responsibilities  

• Works in coordination with other Change Management team members to ensure daily work is completed
• Assist with the group approvals for change management
• Setting/Updating the CAB (Change Advisory Board) pending value for CHG tickets
• Managing assigned Service Catalog work
• Process and Schedule Release efforts (Mainframe).
• Support overnight change management engagement on a rotational basis with other team members. Provide support and guidance for Change on engaged RRT (Rapid Response Team) support calls. (Primary Pager)
• 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. 
• Able to work both independently and as a team with both local and remote staff.
• Effective communication skills, able to drive discussions with both peers and management.

 

Minimum Qualifications 

At a minimum, here’s what we need from you: 

• Associates 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 

 

Preferred Qualifications 

Bonus Points If You Have: 

• Bachelor’s degree in computer science or related 
• 6+ years of experience in IT Services or related 
• ITIL Certification 
• Experience navigating and using ServiceNow (comfortable with the Change, Incident and/or Problem Management modules)
• Experience using MVS/NDVR

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Application Deadline:

The application window for this position is anticipated to close on Feb-25-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:

The base pay for this position generally ranges between $75,500.00 to $127,900.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave

• Paid Time Off

• 401(k) Plan

• Medical, Dental, Vision, & Health Savings Account

• STD, Life, LTD and AD&D

• Recognition Program

• Education Assistance

• Commuter Benefits

• Family Support Programs

• Employee Stock Purchase Plan

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