Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

We are seeking an IT Service Management Senior Analyst with 5 years or more of IT operations and/or service management (Incident/Change/Problem/Configuration) experience. 

The candidate must possess an excellent understanding of ITSM process, operations, the development lifecycle, complex system architectures and IT infrastructure components. The candidate must have held a prior role in IT Service Management for at least 5 years and gained an understanding of all stages of the service lifecycle.

The role will focus specifically on Change but will work with all areas of the service lifecycle.

Essential Duties:

• Provides thought leadership, improvement, and proactive operational support for Visa's IT Change Management Process
• Coordinates the education of users, owns, and monitors specific aspects of process compliance and continually assesses and improves enterprise-wide Change Management process, considering internal, external, and global audit requirements
• Takes independent ownership of any changes that could impact production services, produces up-to-date change schedules for large and varying audience including executive leadership
• Independently reviews and uses experience to provide insight and guidance on changes pending authorization and approve, modify or reject as appropriate. Provides thought leadership and guidance to peer team, change coordinators and leadership
• Proactively identify scheduling conflicts and coordinate their timely resolution across stakeholder groups and leadership
• Chairs the Change Advisory Board process to executive leadership and during special periods of control, provides reports for CAB review
• Define and measure metrics, KPIs and CSFs to drive continuous infrastructure and application improvement efforts to further improve process performance and compliance
• Production and analysis of statistics, dashboards, and reports to help demonstrate the performance of the Change Management process. Takes ownership of identified issues and sees through to completion
• Provides leadership, coordination and guidance to peer team, process owners and stakeholders to monitor process performance to facilitate continual improvement and ongoing evolution
• Creates, manages, and nurtures collaborative relationships with other process management teams to provide a consistent and evolving ITSM delivery framework
• Work with the requirements, documentation, and training teams to define, communicate, implement and document process improvements and coordinate user training globally
• Shape data in support of governance, risk, regulatory and audit responsibilities, represent the ITSM process in audit meetings with internal and external international governing bodies.
• Enhances knowledge through participation in professional organizations and self-study, using industry experience and professional knowledge to educate peers, inform leadership and mentor team members

Additional Information:

Essential Functions: Whilst the role is based within core business hours, the incumbent should be available to support meetings in global time-zones clients such as EST and GMT.

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.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.