Governance Analyst
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Job Location:
Monthly Salary:
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
Pismos platform delivers mission-critical services to its customers processing billions of transactions annually across multiple regions. Ensuring stable reliable and predictable operations requires well-defined processes strong governance and experienced professionals to support production environments.
The ITSM Governance area is responsible for designing evolving and sustaining processes and tools that support customer operations ensuring clear communication across teams reliable metrics operational visibility continuous improvement (incidents and changes) and effective decision-making.
As a Technical Support Analyst you will play a key role in strengthening customer support governance by combining operational excellence high-quality communication and data-driven decision-making. You will partner closely with Engineering SRE Customer teams and leadership to reduce operational risk increase platform reliability and improve the overall customer experience.
Key Responsibilities:
- Manage and continuously improve customer support processes ensuring clarity consistency and adherence to governance standards.
- Coordinate improvements to incident and change management processes including classification SLAs communication post-incident analysis and lessons learned.
- Monitor and analyze support performance metrics identifying trends risks and improvement opportunities.
- Ensure compliance with established processes through quality assessments internal audits and follow-up on action plans.
- Evolve and optimize the ecosystem of tools supporting processes and metrics (Jira/JSM Grafana AskNow integrations).
- Collaborate with cross-functional teams to simplify workflows reduce operational friction and minimize rework.
- Create and deliver documentation training and communications to increase process adoption and maturity.
- Support regulatory audits by providing governance and operational evidence metrics and documentation.
This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice. #LI-Remote
Qualifications :
Minimum Requirements:
- Based in Brazil.
- Bachelors degree in Information Technology Computer Science Engineering or related fields.
- Advanced English (B2 level or higher) with the ability to communicate effectively in technical environments and with international stakeholders.
- 3 years of experience in Technical Support Operations ITSM or IT Governance.
- Familiarity with customer support processes governance frameworks and ITSM tools.
- Strong written and verbal communication skills for interactions with customers and internal teams.
- Analytical skills to track performance metrics identify trends and support data-driven decision-making.
- Experience solving complex problems including handling issues escalated by customers.
- Strong execution discipline ensuring monitoring and adherence to established processes.
- Ability to collaborate with cross-functional teams (Engineering SRE Product Customer teams) to drive continuous process improvement.
- Hands-on experience with Jira Service Management AskNow or similar ITSM tools.
- Solid understanding of reliability and operational metrics such as SLA SLI SLO and support performance indicators.
Preferred Qualifications:
- Certifications in service management governance or continuous improvement (e.g. ITIL Jira Lean Six Sigma).
- Experience with Change Management processes and participation in operational improvement or transformation initiatives.
- Experience analyzing data and generating insights from support and reliability metrics.
- Experience in global support environments working across different time zones cultures and regions.
- Experience in mission-critical high-availability environments (24x7).
- Experience supporting enterprise customers and/or within the Payments or Financial Services industry.
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 :
Yes
Employment Type :
Full-time
Key Skills
- ArcGIS
- Intelligence Community Experience
- GIS
- Python
- Computer Networking
- Data Collection
- Intelligence Experience
- R
- Relational Databases
- Analysis Skills
- Data Management
- Application Development
About Company
Visa (NYSE: V) is a world leader in digital payments, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. Our purpose is to uplift everyone, everywhere by being the best way to pay and b ... View more
