Fiserv IT Problem Manager, Staff in Alpharetta, Georgia

Position Description

What does a phenomenal IT Problem Manager do?

The problem manager is a member of the Enterprise Technology Group (ETG) and is responsible for execution of the Problem Management process. That process works to understand, document and communicate the root cause of service impacting incidents and tracks appropriate corrective actions that will prevent the problem from recurring.


The role interacts with associates and leaders from across the enterprise. The problem manager is responsible for the coordination and documentation of problem investigations contained as part of the Problem Management process. Problem investigations require facilitation of technical and non-technical resource discussions to appropriately resolve, document and categorize root cause conditions and identify the right actions to address deficiencies in technology design or process.

Specific knowledge of common IT infrastructure, its components, functionality, and applications is essential. Best IT practices, industry standards, and a deep knowledge of ITIL processes (change, release, incident and problem management) are applied to daily responsibilities. Understanding the products, services, and service levels (both agreed and implied), is key to success. In addition, knowledge of the Fiserv systems, processes, and business culture provides a basis to develop and maintain credible



  • Bachelors/Undergraduate degree or equivalent experience required


  • 5 or more year’s relevant experience in an IT-related position

  • Deep knowledge of ITIL process (Change, Release, Incident and Problem Management)

  • Experience managing resources that are not direct reports

  • Proven experience in process development, deployment and operations

  • Solid experience of continual service improvement programs


  • Ability to facilitate relations between business groups, technology departments and vendors.

  • Experience at working both independently and in a team-oriented, collaborative environment is essential.

  • Good interpersonal, written, numerical and oral communication skills.

  • Self-motivated and ability to work unsupervised.

  • Good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa.



  • ITIL certification or Six Sigma certification preferred


  • Deep understanding of Fiserv’s business and how IT contributes to the delivery of its products and services.

Fiserv is an Equal Opportunity Employer/Disability/Vet.

Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit for more information.