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Job Title
ITIL_Client Communications Manager
Job Positing Title/Position: Incident Communications Manager
Job Profile: Communications – Manager I
Job Code: 40000302
Job Description *
What does a great Incident Communications Manager do?
Working in a fast-paced IT Financial Services environment, an Incident Communications Manager serves an essential and rewarding role providing timely, clear, and concise business communications to Fiserv clients regarding production outages. Incident Communications Manager will monitor dashboards and engage in incident calls interacting with all levels of associates and leadership across the enterprise to assess impact for client communication needs. Upon confirmed client impact, Incident Communications Specialist will draft and send client communications at regular intervals throughout the incident lifecycle for incidents that impact the product and services that Fiserv clients rely on. Following incident resolution, Incident Communications Specialists will engage in root cause investigation discussions to prepare post-mortem client facing root cause analysis communications. Perform additional job duties as required such as distribution maintenance, KPI Metrics, Maintain SOP documentation and training.
Essential Job Responsibilities:
• Ensure accurate and timely client communications
• Join bridge calls to engage with and monitor the work of incident response teams to determine client impact and write/send communications that are timely and accurate.
• Ensure additional escalation occurs as needed to ensure timely client communication
• This position requires participation in rotating 24x7 on-call schedule – this is a critical role that requires 24x7 support
• Ensure that incident management processes are followed and that incident postmortems are completed to capture process deviations and areas for process improvement.
• Work closely with Business Partners and other appropriate teams to develop and maintain best practice standards and processes.
• Maintain standard operating procedures documentation
• Perform daily administration to client communication distributions
• Maintain key metrics reporting
• Training
• Perform other duties as required
The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
Basic Qualifications for Consideration:
• Background in professional writing (6 or more years of experience)
• Experience in writing, proofing reading/editing and distributing communications to external clients and internal stakeholders (6 or more years of experience)
• Experience with creating and sending Incident Management communications (3 or more years of experience)
• Ability to respond to incidents 24X7, per a defined schedule
Required Skills and Experience:
• Bachelor’s degree (preferred in English or Writing)
• Strong Microsoft Office, Word, Excel, Forms, Adobe Professional skills
• Experience working in Communications/Business Writing, Incident Management, Client Services or Risk Management.
• Excellent writing and communication skills
• Excellent English skills (verbal and written)
• Strong organizational skills
• Ability to maintain calm during stressful situations
• Ability to multi-task and prioritize work to meet challenging and changing deadlines,
• Flexible; comfortable shifting priorities quickly according to the needs of the business
• Comfortable interacting with all levels of associates and leaders, including senior executives
• A team player who is influential and builds good relationships
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 acceptable, both are preferable).
Our commitment to Diversity and Inclusion:
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
Note to agencies:
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
