Systems Analyst

The Systems Analyst will be responsible for analyzing and conducting Major Problem Review of complex IT issues, identifying the root cause and remediation, and overseeing the problem management process within the ServiceNow platform. The role involves working with multiple stakeholders, conducting data analysis, and governing the problem management process throughout its lifecycle.

Requirements

• 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

Benefits

• Medical
• Dental
• Vision
• 401(k)
• FSA/HSA
• Life Insurance
• Paid Time Off
• Wellness Program