Senior Incident Management Quality Analyst

Tech Lead, Incident Management

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

Tech Lead, Incident Management

What does a successful Major Incident Management Quality Analyst do at Fiserv? 

You will help strengthen the quality, integrity, and usability of Major Incident data and processes. You will review and validate incident records, analyze trends, and partner with incident teams to drive improvements that support timely resolution and informed decision-making.

   What you will do 

• Review Major Incident data to ensure accuracy, completeness, and consistency. 
• Validate integrity of data captured during incidents; identify gaps and drive corrections. 
• Maintain clear documentation of review results, findings, and corrective actions taken. 
• Partner with incident management teams to improve data quality and develop performance improvement plans. 
• Produce reporting on data quality metrics and trends to support continuous improvement. 
• Support compliance with internal policies, industry standards, and regulatory requirements related to incident data. 
• Provide coaching and training on data quality best practices. 
• Participate in post-incident reviews to identify data-related issues and improvement opportunities.

   What you will need to have 

• 10–14 years of experience in data analysis or a related role. 
• Strong attention to detail and ability to identify data discrepancies and trends. 
• Ability to work effectively with cross-functional partners in a fast-paced environment. 
• Strong written and verbal communication skills.

   What would be great to have 

• Experience supporting IT service management processes (Incident/Problem/Change). 
• Proficiency with ServiceNow and reporting tools (e.g., Excel, Power BI). 
• ITIL Foundation certification.
•    Working conditions - Ability to support various shifts as needed, which may include nights, weekends, and holidays. 
• - Fast-paced environment with competing priorities and time-sensitive deliverables.

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.

Experience Level

Senior Level