Job Description

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 & 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 Bachelor’s 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 92,300 to USD 130,650 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.