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Mrinal, Project Management Analyst

When you think of all of the real-life applications of the financial services, you pay your bills online, through your mobile phone, and you send money through your phone. When I’m online and doing my bill pay, it is so pleasant to recognize a real Fiserv product in a customer’s hands. It’s so fun knowing that you’re involved in helping to bring that service to life.

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Requisition ID R-10105091 Date posted 01/14/2019 City Barreal de Heredia Country Costa Rica

Position Purpose: The Client Tech Support – Professional is an entry level position on Fiserv’s Card Services team.  The role requires the candidate to process a specified volume of small projects while leveraging their abilities to collaborate, coordinate and implement client services in a timely manner.  A successful candidate is able to work independently, and as a member of a team, enjoying a fast-paced, problem solving environment.  The ideal candidate is analytical and capable of meeting the expectations of Fiserv’s financial institutions and management team.

Business Description:  Digital Channels provides industry-leading products and services for the online and mobile channels to help financial institutions drive deeper relationships and more effectively compete in the digital transformation. Digital Channels develops innovative online banking and mobile banking solutions for financial institutions of all sizes with a mission to deliver easy and compelling digital financial management and money movement always at your fingertips. Leveraging in-depth research, user experience design, and industry best practices, Digital Channels’ online banking and mobile banking solutions are ranked as the top solutions in the market and adopted by some of the largest and most innovative financial institutions in the market.

Essential Job Responsibilities:  

  • Under direct supervision, The Client Tech Support – Professional supports multiple client implementations for Companion App customers across the Card Services platform.
  • Participates in client kickoff, requirements and data gathering sessions.
  • Assists clients with their overall branding process to include providing guidance in regards to designs, logos and imaging.
  • Performs basic testing, troubleshooting and repeatable maintenance functions.
  • Creates cases to document customer requirements, track implementation statuses and defects, log issue resolution and respond to work request inquiries.
  • Drives implementation of client services through proactive management of the installation timeline, resolving escalations and prioritizing various stages of the timeline.        
  • Attends weekly conference calls or meetings with business units, project managers, clients and other internal teams to provide status, report risks and review issues that jeopardize the installation timeline.
  • Comprehends, supports and follows the standard Card Services process for implementation projects.
  • Communicates implementation status to the appropriate internal and external departments.

Required Qualifications:


  • Advance studies in Business Administration, Computer Science, Information Technology or Associate’s degree with relevant work experience.

Job Related Experience

  • 1-2 years of experience in implementations, business systems analysis, project management or coordination.
  • 1-2 years of experience working in a customer service oriented or time-sensitive environment driven by project timelines.
  • Experience managing multiple projects, implementations and client escalations simultaneously.
  • Experience working with the MS Office Suite of products: Word, Excel, PowerPoint, OneNote, Visio.

Additional Skills/Knowledge:

  • Self-starter who can work effectively, both independently and in a team environment.
  • Strong analytical, organizational and time management skills.
  • Solid verbal and written communication skills.
  • Ability to multi-task and manage multiple projects simultaneously.
  • Ability to maintain a professional attitude and demeanor in high pressure situations.
  • Knowledge of Apple and Google app store submissions and maintenance activities.
  • General understanding of Project Management principles.

Travel Required:

  • Travel is unusual, but may be up to 10% of time.  More travel may be required during the initial training period
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