Business Operations Analyst - Access Management

As a Business Operations Analyst – Access Management, you will support business operations at Fiserv by provisioning system access for company systems and services. The role partners with analysts, IT leaders, and business stakeholders to ensure access provisioning accuracy, access modifications, and surface issues that could affect operations or reputation. You help drive timely remediation and clear communication across cross-functional teams.

What you’ll do:

• Track, analyze, and report operational and system performance metrics to support business decisions and SLAs.
• Gather and reconcile data from multiple sources, identify discrepancies, and coordinate corrections with internal teams and external providers.
• Manage access requests and user IDs across enterprise applications, monitor and escalate to meet deadlines.
• Validate system and data changes, maintain documentation, and update process and control records.
• Collaborate to build and maintain relationships with cross-functional teams to identify risks, develop mitigation strategies, and manage issue resolution.
• Support ad hoc analyses, process improvements, and automation efforts to increase reporting accuracy and efficiency.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you’ll need to have:

• 3+ years of experience in identity and access management (IAM) and enterprise user access provisioning across applications.
• Experience using ITSM and issue-tracking platforms for incident and issue management (e.g., Service Now, Jira Service Management).
• Advanced experience in Microsoft Excel (pivot tables, XLOOKUP, Macros), Access, and SharePoint for reporting and documentation.
• Strong time management and organizational skills, adept at multi-tasking, working under pressure, and meeting deadlines in fast-paced environments.
• High attention to detail and ability to adapt to change and ambiguity along with excellent written and verbal communication and presentation skills to convey complex information clearly to diverse audiences.
• High school diploma or equivalent education.
• Equivalent combination of educational background, related experience, and/or military experience.

Experience that would be great to have:

• Bachelor’s degree in Computer Science, Information Systems, Cyber Security, or related field (preferred).
• Experience with access control standards and compliance awareness (e.g., PCI DSS, role-based access control).
• Experience with dispute resolution, project management and process improvements.
• Familiarity with internal dispute systems (IDS), association portals, access control systems and user provisioning processes.
• Strong attention to detail, organization and prioritization skills to meet service levels and manage multiple tasks simultaneously.
• Experience in scripting or automation using SQL, Python or VBA to support data processing and reporting.
• 60+ WPM typing speed and proven capacity to handle high-volume request processing.

How you’ll work:

• This role is on-site Monday through Friday at our Hagerstown, MD location. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
• This role requires the use of a computer and audio equipment.
• You will work an assigned schedule of 8:00am – 5:00pm EST or 9:00am – 6:00pm EST.
• This role requires being on-call during non-standard and/or overnight hours on a rotational basis.
• This role requires flexibility to work overtime, including weekends and holidays.