Systems Analyst - job 15 of 24

As a Systems Analyst at Visa, your primary responsibilities include leading Major Problem Review discussions to identify root causes and create remediation plans for high-priority incidents. You'll develop, test, maintain, and implement the Problem Management process globally, ensuring compliance with ITSM policies. You'll also provide support during internal and external audits, monitor service level agreement (SLA) compliance, and educate users on process best practices.

To become a Systems Analyst at Visa, candidates should ideally possess a degree in Information Technology, Computer Science, or a related field. Relevant experience in IT service management, particularly with problem management processes, is highly valuable. Familiarity with ServiceNow and strong communication skills are crucial for managing stakeholder relationships and leading discussions.

At Visa, the Problem Management process is focused on identifying and addressing root causes of recurring incidents. As a Systems Analyst, you will lead Major Problem Reviews, analyze high-priority issues, and implement improvement actions. You'll also ensure that the process aligns with ITSM compliance requirements and work collaboratively with various teams to continuously enhance the overall quality of service.

As a Systems Analyst at Visa, you'll be primarily using the ServiceNow platform to manage the problem management process. This robust IT service management tool allows you to oversee incidents, track metrics, and maintain documentation necessary for audits and compliance. Familiarity with ServiceNow can enhance your efficiency in supporting Visa's operational objectives.

The Systems Analyst position at Visa is hybrid, which means you will have the flexibility to work both in the office and remotely. Specific expectations regarding the number of in-office days will be confirmed by your hiring manager, allowing for a balanced work-life dynamic.

When identifying root causes for complex IT issues, I follow a systematic process that starts with gathering data from all relevant stakeholders, analyzing incident reports, and using techniques such as the 5 Whys or Fishbone Diagram to drill down to underlying problems. I prioritize documenting findings for transparency in the Problem Management process.

I have extensive experience with ServiceNow, particularly in using it for IT service management functions. I have utilized it to track incidents, manage the lifecycle of problems, and generate reports to monitor compliance with SLAs. This hands-on experience has helped enhance my ability to leverage the platform effectively in problem management.

In a previous role, I led a Major Problem Review after a critical system outage. I organized a cross-functional team discussion to diagnose the issue, facilitated brainstorming sessions for potential improvements, and proposed actionable solutions. The outcome was a 30% reduction in similar incidents thereafter due to the implemented changes.

To ensure compliance with the Problem Management process, I would establish clear documentation practices, regularly review audit requirements, and maintain open lines of communication with audit teams. I would also conduct training sessions for stakeholders to keep everyone informed about compliance standards and operational changes.

Successful collaboration with technical teams and Senior Leadership involves clear communication and building strong relationships. I prioritize setting up regular check-ins to share progress and gather feedback, ensuring everyone's input is valued, and leveraging appropriate tools to facilitate transparency and discussions around problem resolution.

In high-pressure situations, I focus on maintaining a calm demeanor and systematically gathering pertinent facts. My strategy involves prioritizing tasks based on urgency and impact while keeping all stakeholders informed about the status. Effective delegation and leveraging team strengths also play a crucial role in navigating such situations successfully.

In my past roles, I initiated several process improvements such as automating incident tracking and reporting, which reduced human error and sped up resolution times. I also developed a knowledge base to streamline problem resolution, which enabled teams to easily access previous incidents and solutions, thus enhancing overall efficiency.

Key metrics to monitor for Problem Management include the number of recurring incidents, time to resolution, compliance with SLAs, and user satisfaction scores. These metrics provide valuable insights into the effectiveness of the problem resolution process and help identify areas for continuous improvement.

I educate users about the Problem Management process through comprehensive training sessions, user-friendly guides, and ongoing support. I believe in creating engaging content that explains the benefits of the process and how they can contribute, ensuring that users have a clear understanding of their roles and the processes involved.

I have participated in numerous audits related to the Problem Management process, providing necessary documentation and evidence of compliance. My experience includes preparing audit reports, addressing findings promptly, and implementing any recommended changes to enhance the process and align with best practices.