at Discover Bank in New Castle, Delaware, United States
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.
Responsible for strategy and optimization of the Discover Consumer Complaint case management system that houses all enterprise complaints and feedback cases.Works with Business Technology partners to continue to iterate on existing platform and lead the shift to new platform within Compliance Management System.Manages the development and daily support for systems. Defines project requirements, plans project stages, assess business implications for each stage, develops, tests, implements, and supports projects or systems. Manages project prioritization, design, and usability reviews. Monitors progress and assure deadlines and standards are met. Analyzes, tests, troubleshoots, and evaluates existing applications and systems. Serves as a liaison betweenthebusiness and technologyteamsfor the technical aspects of projects.
*Identifies potential system and process efficiencies through usability surveys and performance. Provides system ticket support for issues.
*Provides technical and analytical guidance to project teams. Assists with defining project scopes, objectives, requirements, work plans, user stories and project cost and time estimates. Reports on the effectiveness of case management systems. Manages project prioritization, graphical user interface (GUI) design, and usability reviews. Performs user acceptance and implementation testing.
*Manages case management system projects from beginning to end. Acts as a liaison between the business and technology teams. Assists with the development of project documentation. Ensures projects are completed on time, meet requirements, and meet customer expectations.
*Responsible for auditing and management of user access and profiles.
*Leads project meetings. Tracks and analyzesproject progress. Provides endusers with information and status updates. Documents agendas, meeting minutes, action items, project plans, and maintains an issues log.
At a minimum, here's what we need from you:
*High School Diploma or GED
*4+ years ofexperience inManagement/Leadership role
*2+ years ofexperience inIVR and Telephony Systems
If we had our say, we'd also look for:
*Bachelor's DegreeinComputer Science, Information Technology, or related field
*2+ years ofexperience inProduct Management
*In lieu of a degree,4+ years ofexperience Case Management software
*Experience with Agile methodology
*Technical aptitude in Jira and Case Management software (IBM Business Automation Workflow, ServiceNow)
What are you waiting for? Apply today!
The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.