Associate Systems Analyst
- Highlands Ranch, CO, USA
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
The global operations team supports all the processing operations for Visa Inc., including Visa's TPF based VIP Authorization platform. As a member of Authorizations Operations Team, the Associate Systems Analyst has the primary responsibility for monitoring and operation of the VISA TPF Authorization system in a multi-datacenter and multi-processing environment. You will provide first level response and assist with the mitigation or elimination of issues, which may be impacting to our clients, or the VISA brand. The preferred candidate will have the responsibility of being the first point of contact for internal Visa support teams, and will need to possess excellent Customer Service, technical and analytical abilities to effectively manage their role. In your day-to-day activities, you may also provide activity oversight of any System Specialists who are part of your shift.
Our Authorizations Operations team provides system monitoring and analysis of pertinent information and work with our internal support teams to isolate and resolve the majority of events affecting a variety of mainframe hardware and software systems. As a team member, you will document support procedures, managing each issue through resolution or turnover in order to maintain established service levels. You will track, update, and resolve all assigned incidents, changes and problem reports in the incident. Our team takes pride in ensuring that documentation is thorough, accurate and meets a standard of high quality. We properly raise incidents in a timely manner per support guidelines and procedures. You will work closely with various L2 & L3 support groups and/or development groups to collaborate on the resolution of incidents and problems.
The preferred candidate will need to possess strong technical and analytical abilities, effective communication and documentation skills and display principle traits of collaboration, communication and demonstrating a passion for our business.
As a member of Global Operations team, the Associate Systems Analyst has the primary responsibility for monitoring the VIP/TPF Computer Console and providing first level response to assist in the mitigation or elimination of issues affecting the VIP Authorization system.
Monitoring and operation of the Visa VIP Authorization system in a multi-datacenter and multi-processing environment.
Provide precise TPF console inputs to resolve issues, under the direction of relevant support teams.
Position is considered essential staff, which supports Visa’s 24x7x365 operations. The position has specific roles and obligations during any inclement weather/disaster event.
Ability to track, update and resolve all assigned incidents, changes and problem tickets via the Service management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
Proactively monitor, recognize, and alert to a variety of system alerts.
Properly escalate incidents in a timely manner per support guidelines and procedures.
Liaise with L2 and L3 support groups and/or development groups to collaborate on the resolution of changes, incidents and problems.
Follow documented support procedures, collaboratively managing each issue through resolution or turnover in order to maintain established service levels.
Participate in all related team meetings both in person as well virtually through Skype/MS Teams.
Ability to gather pertinent information and provide supervision of System Specialist activity.
Ability to develop, edit and distribute effective internal communications in a timely and accurate manner, per documented processes.
Maintain and build technical skills through participation in ongoing training.
Multi-task in a fast-paced environment.
Minimum of 6 months of work experience or a Bachelor's Degree
- Two years or more of total work experience.
Minimum of 12 months of TPF experience as a TPF Operator.
Experience working in a large datacenter environment with technical background in all mainframe/open systems related hardware, software and utilities in a multi-processing Tightly Coupled/Loosely Coupled environment.
Experience with the Visa VIP Application and Services preferred.
Experience with the following: ServiceNow, SuperVision, MS Teams, Skype, VitalSigns, VM, MVS, VM, Windows and related applications.
Excellent verbal/written communication, organizational skills; ability to prioritize in a constantly changing workload.
Strong interpersonal skills and ability to excel as part of a team.
Basic understanding of Authorization transaction message flow with the ability to gain an in-depth understanding.
Ability to quickly learn Visa proprietary as well as industry standard tools to support monitoring and response for VIP Authorization issues.
Uses sound judgment in resolving priorities and enlisting support of other internal groups to prevent any compromise to Visa business or SLA’s.
MS Office suite proficiency.
Possess an Information Technology Infrastructure Library Foundation Certificate (ITIL), or ability to obtain within 6 months.
Alternative Schedule: Two-week rotating schedule of 12-hour shifts
OT as requested to cover staff shortages and training
Weekends and over the holiday periods as scheduled
Shift repeats every 2 weeks
Week 1: Monday, Tuesday, Friday, Saturday and Sunday
Week 2: Wednesday and Thursday
Travel Requirements This position requires the incumbent to travel for work 5% 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, and reach with hands and arms, and bend or lift up to 25 pounds.
EEO Statement 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.