Client Care Analyst Knowledge Management Analyst

Responsibilities:

• Collaborate with stakeholders in Managed Services to identify challenges and coordinate process improvement initiatives that enhance speed quality and overall customer and employee experience.
• Coordinate and monitor project activities ensuring alignment transparency and timely delivery manage timelines and proactively communicate risks and issues to stakeholders.
• Create maintain and standardize business-critical documentation using approved content standards style guides and templates to ensure consistency and quality across knowledge assets.
• Translate complex problems into actionable insights delivering clear updates and data-driven recommendations to senior stakeholders for informed decision-making.
• Implement best practices and foster a culture of continuous improvement leveraging data-driven approaches to optimize processes within Managed Services.
• Develop and track key performance indicators (KPIs) to measure service delivery effectiveness and support data-driven decisions that improve quality and efficiency.
• Manage multiple priorities and projects effectively ensuring timely delivery of high-quality documentation and knowledge resources.
• Support ad-hoc initiatives and product launches collaborating with product owners to assess impacts on Client Care and drive related process and documentation updates.
• Communicate process and documentation changes across Client Care teams to ensure alignment and adoption.

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

Qualifications :

Basic Qualifications:

• Bachelors degree in a relevant field with 3 years of experience in knowledge management information management or a related discipline.
• Advanced degree (e.g. Masters MBA JD MD or PhD) or additional relevant experience is a plus.
• Proficient in Excel with advanced skills preferred.
• Certifications such as Lean Six Sigma PMP and/or prior experience in process improvement strongly desired.
• Candidate must be willing to work during US business hours and/or adjust schedule based on business needs.

Preferred Qualifications:

• Knowledge-related certifications (e.g. Knowledge Management Technical Writing KCS) are an advantage.
• Proficiency with Microsoft Dynamics Jira and M365 preferred.
• Familiarity with data visualization tools (Power BI Tableau) and interest in AI-driven process optimization.
• Experience with process improvement methodologies (Lean Six Sigma Kaizen).
• Knowledge of process mapping tools (e.g. Visio) is a plus.
• Ability to work independently and thrive in ambiguous environments.
• Strong communication skills for engaging internal and external stakeholders.
• Analytical mindset with proactive problem-solving and risk management capabilities.
• Advanced understanding of payments industry and Managed Services product lines.

Additional Information :

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.

Remote Work :

No

Employment Type :

Full-time