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The CMDB System Analyst role has experience in IT operations, strong data analytics, Business Service Management, business intelligence and reporting with hands on experience in Service-Now. They should be demonstrate a deep knowledge of IT Operations processes and frameworks (SDLC, ITIL, etc.) and equivalent process improvement methodologies.

The Ask Now Business Analyst role is a position in the Product Reliability Engineering organization within the Visa and supports the Operations and Infrastructure Organization. This role is designed to strengthen CMDB data analytics and reporting  capabilities within the team related to the Ask Now platform, centralized reporting, and data quality.
 
This position interacts with a wide range of stakeholders both within Technology and also with cross-functional functions, including Risk, Privacy, Product Delivery Teams, CyberSecurity, Service Owners, as well as senior leadership.

Responsibilities include the following:

• Work with internal customers, stakeholders, and application owners to help educate them and better understand the CMDB and address data quality related issues.

   

• Act in the role of SrumMaster as part of our Agile methodology which includes documenting stories including Enhancement or Defects as needed to address issues related to CMDB data quality including effectively documenting the issues, requirements and test or validation use cases.  

   

• Work with Developers to ensure all stories are up to date as part of the monthly Sprints and Releases.

• Extract data from various data sources including RDMS, Service Now, etc. and create complex pivots using functions like VLOOKUP, HLOOKUP, TRIM, CONCAT, etc.

   

• Create reports and dashboards for Management Reporting and data analysis using Business Intelligence tools like Tableau, SAP, or Service Now Performance Analytics, etc.

  Oversee the Process documentation including process guides, process flows, user training guides to ensure the documentation is up to date.   This includes ensuring the guides and Wiki pages are up to date as part of the Monthly sprints / releases.   

• Ability to communicate across  all levels of the organization including Senior Executives and Leaders.    

• Manage relationships across the organization including key stakeholders including Product Delivery teams, Platform teams, Development organizations to enhance effectiveness in the role.

• Develop training materials, FAQ’s, or “Did You Know’s?”  to help stakeholders and application users better understand aspects of the CMDB relative to their roles, use cases, etc to help them be more effective in their role.

• Evangelize the virtues of IT process management and create a collaborative environment across all technology groups

• Work independently to research strategic objectives and interact with IT development, Operations, IT Quality teams and product management groups to obtain and exchange information

• Proactively escalate problems or issues and drive to resolution

• Adhere to department procedures as directed by the department and Visa's procedures guide

• Enhance knowledge of the field through participation in professional organizations and self-study

Basic Qualifications

• 5 years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree 

Preferred Qualifications

• 6 – 8 years working in a Technology organization with a minimum 4  Years  hands on experience working in a technical role with the Service Now platform as a Developer or Admin.   Must have additional experience in broader software development or operational support role, etc.

• Experience with all lanes of the Service Now Platform (Request, Knowledge, Change, Problem, Incident) in ServiceNow.  Understanding of the platform in terms of the tables, forms, business logic, catalog requests, data import processes  a must.   Understanding of concepts of the CMDB a plus.
• Experience working in fast paced, complex technology environment is critical.  Should have a strong technical acumen. 
• Strong working, hands on experience with Excel & VISIO.   Ability to use functions in Excel including VLOOKUP, HLOOKUP, Pivot Tables, and Charts.  Ability to create process flows, flow charts or architecture diagrams in VISIO. 

• Experience creating complex SQL queries including the use of Joins and Unions to extract data from RDMS.
• Experience working with BI tools such as Tableau, SAP Web Intelligence, or Service Now Performance Analytics to create reports and dashboards.  

• Good presentation and communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences

• Ability to create presentations and provide project updates using Powerpoint to audiences across all levels. 
• Self-driven and ability to work independently

• Willingness to accommodate flexible working hours to accommodate diverse geographic locations

• Strong customer service, analytical, research, interpersonal and problem solving skills required

• Experience working in a global company with multicultural teams spread across diverse geographic locations preferred
• Certifications:   ITIL v4 Foundations certification, Service Now System Administrator, and / or Service Now Performance Analytics.   Service Now Certified Application Developer a plus. 

All your information will be kept confidential according to EEO guidelines.