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 verbally or in written form?

• Ability to communicate verbally.; Ability to communicate in written form.

Does the job require travel?

• No

Does this role require testing or assessments to measure the ability to perform the job?

• No

Bonus Points If You Have

• Bachelor's degree in computer science or related
• 6+ years of experience in IT Services or related
• Experience with ServiceNow (reports, metrics and tickets)
• ITIL Certification
• For technical roles with Dreyfus requirements: External applicants will be required to perform a technical interview

*Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis*

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Application Deadline:
The application window for this position is anticipated to close on Oct-12-2024. 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

Learn more at mydiscoverbenefits.com.

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.