Systems Analyst

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 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 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