People Service Delivery Systems Analyst

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

The People (HR) Systems team at Visa has built a People Service Delivery group to deliver top of class Employee Experiences. This is an exciting opportunity for an experienced People Service Delivery professional to enter and shape the future organization. Reporting to the Director, People Service Delivery, the Analyst, People Service Delivery, would be an integral part of enhancing our People Service Delivery infrastructure enabled by ServiceNow. They would be involved in content discovery and migration, management of knowledge in our knowledge bases, content and knowledge governance, testing and business readiness activities as we evolve the capabilities and deliver an integrated employee experience to our employees, managers, and People Business Partners globally. 

You will drive, influence and collaborate with the People and Technology teams, as well as stakeholders across the organization to identify solutions (tools and processes) that meet business needs and incorporates best practices in the Knowledge and Content Management space. 

Responsibilities: 

• Work with developers acting in a product owner capacity, guiding and managing the development of ServiceNow (HRSD) solutions  
• Enable ServiceNow Now Assist for HRSD leveraging best practices to deliver self-service and case deflection – enabling users to answer their own questions 
• Identify business requirements, requirements management, technical design, prototyping, process design (including scenario design, flow mapping), testing, training, defining support procedures and supporting implementations 
• Build analytics dashboards to track knowledge usage and content across the platform using ServiceNow Reporting and Analytics Products (Performance Analytics, User Experience Analytics, etc.) 
• Focus on developing something far beyond a ticketing portal into a content hub and designation for all People Content along the employee’s lifecycle 
• Governance design, methodology and implementation leveraging ServiceNow’s infrastructure 
• Develop a Content Migration plan and consolidate content from across different platforms into ServiceNow as a central repository 
• Lead & manage the User Acceptance of designed solutions partnering with technical and business teams 
• Create a knowledge and content publishing workflow, from initiation, approval and publishing 
• Partner with Center of Excellence (COEs) stakeholders on content and knowledge creation, governance and maintenance to ensure the knowledge is fresh and up to date 
• Optimizing AI search capabilities using a data driven approach 

Candidates located in Austin, Texas and Atlanta, GA are encouraged to apply. 

This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice.

Basic Qualifications:

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

• 8 years of relevant work experience with a Bachelors Degree or 5 or more years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• Minimum 4 years of ServiceNow implementation experience in large complex environments, preferably HR Service Delivery product experience and strong desire to earn HRSD Certifications
• Experience identifying and resolving potential trade-offs or conflicts among technical solutions options, and ability to align this with business outcomes or impacts
• Experience with owning knowledge management in ServiceNow and building approvals, ownership groups and a periodic reviewing framework
• Proficiency in the use of Jira and Microsoft Office tools (Microsoft Word, Excel, PowerPoint, Visio, Project, SharePoint)
• Agile planning and execution: Drive sprint planning, backlog grooming, daily stand-up meetings, reviews/demos, retrospectives, and other scrum ceremonies
• Strong understanding of ServiceNow applications and modules, understanding the business context and how to translate business and functional requirements into a sustainable ServiceNow solution
• Proficient in all phases of the Application Development Lifecycle
• Strong product management skills
• Understanding of technical leading practices around ServiceNow configuration
• Demonstrated ability to work in ambiguous situations and have influence across organizational boundaries through excellent analytical and problem-solving skills
• Ability to influence and steer a wide range of stakeholders while bringing together and working with a team of people with varied backgrounds - business analysts, technical experts, process owners
• Experience working in large/global corporate environments
• Successful track record leading delivery of complex, multi-faceted initiatives, or projects
• Excellent written and communication skills, able to present to executive management, able to communicate complex security and technology concepts to non-technical staff

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% 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.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is $82,100 to $145,150 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.