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Systems Analyst - job 4 of 24

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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.

Average salary estimate

$80000 / YEARLY (est.)

min

max

$70000K

$90000K

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What You Should Know About Systems Analyst, Visa

Join our exciting team at Visa as a Systems Analyst located in the vibrant city of Ashburn! In this role, you'll be at the forefront of tackling complex IT issues and performing in-depth Major Problem Reviews to identify root causes and propose improvement actions. Collaboration is key here; you'll work harmoniously with multiple stakeholders spanning technical teams, senior leadership, and beyond to ensure effective problem management throughout its lifecycle. Your deep analytical skills will shine as you oversee our problem management process using ServiceNow, our service management tool. As a Systems Analyst, you'll not only lead discussions to uncover solutions for high-priority incidents but also ensure compliance with Visa's strict Configuration, Incident, Change, and Problem Management processes. You will provide valuable audit support while continually fine-tuning and enhancing our processes to meet service level agreements (SLAs). Furthermore, you'll create and maintain critical process documentation that supports our enterprise efforts. This hybrid position offers flexibility, allowing for a balance between work-from-home and time spent in the office—perfect for those who value both collaboration and independence. If you're passionate about driving continuous improvement and excellence in problem management, we would love to have you become a part of our dynamic team!

Frequently Asked Questions (FAQs) for Systems Analyst Role at Visa

What responsibilities come with the Systems Analyst role at Visa?

As a Systems Analyst at Visa, your primary responsibilities will involve leading Major Problem Review discussions to identify root causes and remediation for high-priority incidents. You will oversee the problem management process within ServiceNow and ensure compliance with defined Configuration, Incident, Change, and Problem Management processes while providing audit support for internal and external queries.