Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

The Senior Business Analyst will function as a core member of the CRM Product Management and Operation Support team (part of the PMO), supporting existing and new initiatives across CSS. The primary focus of this role is to collaborate with business stakeholders and other team members, to drive successfully, the implementation and support of Salesforce Service Cloud for the CSS business units – with possible future/secondary support of MSFT Dynamics365 (if skillset permits).

The candidate for this role will be responsible for:

• Implement and support configurations in Salesforce.com Service Cloud on prioritized requirements and ongoing operational needs [Configurator].
• Work with the various business partners across the globe, to analyze the support needs and future development needs of these business units [Business Analyst].
• Interfacing with User Experience, business and development teams to generate solution wireframes and associated UX artifacts.
• Identify opportunities to enhance tools to enable higher operating efficiencies, improved usability, and increased user adoption.
• Participating in the estimation, scheduling and execution activities for projects, as assigned.
• Provide mentoring/support to team members.
• Secondary support, based on experience, may also be required for Dynamics365.

• B.S or B.A. degree and at least 8 years of experience with core customer service processes and cloud based configurations.
• Hands-on configuration and implementation experience with Salesforce.com Service Cloud in necessary [a must have].
• In-depth knowledge of Salesforce.com reporting and workflow capabilities/limitations.
• Experience with designing user access (Profiles vs Roles vs Permission sets) to match the requirements and align with organizational structure.
• Direct experience with [Salesforce.com] in global organization.
• Hands-on experience with Microsoft Dynamics365 [a nice to have].
• Experience with [Agile, Iterative, Waterfall] project and development processes, and the ability to communicate effectively with IT resources.
• Ability to lead requirements discussions with the business, with minimal management oversight.
• Strong background in business analysis, demonstrating the ability to translate business needs/goals into requirements and prototypes.
• Experience working in a global, multi-channel, cross-functional organization is required.
• Able to set priorities, manage expectations, work as part of a team and independently.
• Must have effective professional verbal, written and presentation skills for audiences ranging from individual contributor through senior management level.
• Effective time management, organization, and planning skills.
• Willingness to learn new tools and expand cloud configuration knowledge.
• Salesforce.com Administrator certification(s) [a big plus].
• Microsoft Dynamics365 certification(s) [nice to have].

All your information will be kept confidential according to EEO guidelines.