Systems Analyst

The Problem Analyst will hold responsibility for analyzing and conducting Major Problem Review of complex IT issues identify the Root Cause Improvement Actions Enterprise remediations etc. The role also involves working with multiple stakeholders across technical teams Senior Leadership data analysis Internal and External audits continuous improvements and governing problem Management process throughout its lifecycle. The position will oversee the problem management process within the service management tool ServiceNow.

Essential Functions:

• Lead Major Problem Review discussion to identify the root cause and remediation for high priority incidents
• Responsible for the effective on-going development testing maintenance and implementation of the Problem Management process in a global environment
• Understand and adhere to defined Visa Configuration Incident Change and Problem management process including ITSM Compliance policy compliance documentation testing and approvals.
• Provide audit and compliance support for all internal and external audits for the problem process.
• Enhanced knowledge of the platform or other ITSM Process through participation in professional organizations and self-study.
• Ensure process activities are performed at a high level of quality and that it meets associated Service Level Agreements.
• Educates users monitors Operational Level Agreement (OLA) compliance and continually assesses and improves enterprise-wide Problem Management process considering internal and external audit requirements
• Produces up-to-date incident reporting for a large and varying Visa audience
• Monitors metrics and drive continuous infrastructure and application improvement efforts across team to achieve SLA & KPI for Problem Management
• Manages relationships with key stakeholders and other process management teams to provide a consistent delivery framework
• Create Update and maintain process guides or documents   

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications :

Basic Qualifications:
2 years of relevant work experience and a Bachelors degree OR 5 years of relevant work experience

Preferred Qualifications:
3 or more years of work experience with a Bachelors Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters MBA JD MD)
Bachelor degree in IT Engineering or related Technology field
3 years experience in IT Service Management or IT Operations
3 years experience in IT Problem Process Management
Strong technical knowledge of Service Now platform especially Problem and Incident Management modules.
Strong analytical research interpersonal and problem-solving skills required
Conceptual technical understanding of IT services and their components such as servers networks database middleware data center facilities and software development lifecycle
Strong Technical Writing Presentation and Communications skills across multiple levels of the organization including senior management.
Master degree in IT Engineering or related Technology field
3 years experience in IT Problem Management
Experience working with multicultural teams in diverse geographic locations preferred
Prior Technical SRE or DevOps or Cloud Technologies expertise a plus
Business Analytics and Tableau reporting experience
GenAI and AI Prompt Engineering skill and experiences a plus.
ITIL V4 expert Certification

Additional Information :

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk communicate in person and by telephone frequently operate standard office equipment such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is USD 92300 to USD 130650 per year which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge skills experience and location. In addition this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical Dental Vision 401 (k) FSA/HSA Life Insurance Paid Time Off and Wellness Program.

Remote Work :

No

Employment Type :

Full-time