Problem Management Analyst

  • Full-time
  • Job Family Group: Technology and Operations

Company Description

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.

Job Description

This role within Visa is responsible for contributing to the overall integrity and availability of the various Debit Processing applications for Clearing & Settlement, Prepaid and Authorization Services.

This is an individual contributor role responsible for managing problems for the IT organization that have varying levels of impact on the business.

 

  • Review each incident for Tier One customers to ensure tickets are routed correctly and addressed in a timely manner.

  • Work with the client management teams to ensure incidents/problems follow ITIL standards.

  • Analyze repeat Incidents for areas of improvement and help develop a plan to implement the resolution as appropriate.

  • Serve as a support representative for cross-organizational activities like problem solving and internal initiatives.

  • Support an organizational culture that provides for high performance, high morale, integrity and teamwork.

  • Perform proactive activities designed to promote a trouble free production environment.

  • Ensure teams perform root cause analysis and implement permanent solutions.   

     

    In addition, Candidate will:

     

  • Create necessary dashboards/report to show progress/performance metrics

  • Perform 2nd and 3rd level support activities as needed

  • Provide technical assistance to Client Services, Network Operations, Certification and Implementations as needed.

  • Act as a liaison between the business and technical teams as needed.

Qualifications

 

  • College degree in Business Management, Systems Analysis or equivalent work experience in an Operations Role.

  • 1-3 years Intermediate level Microsoft Excel skills (Preferred)

  • 4-7 years of general experience in the Financial or Payment Processing domains – (Preferred)

  • 4-7 years of experience using an industry recognized, ITIL based Problem/Incident/Change ticketing system – (Service Now Preferred)

  1. 4-7 years of experience in a Business Systems Analyst, Problem Management and/or Incident Management role. (Required)

  2. Collaborative, team oriented style with experience working cross-functionally to resolve issues

  3. Strong analytical and problem-solving skills

  4. Ability to work independently exhibiting strong multitasking and time management skills

  5. Strong communication (oral & written) skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand.

  6. Ability to lead and motivate team members to resolve issues in a timely manner.

Additional Information

About Visa: 

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.  CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages [CC1] 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.

“Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.”

 

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