Systems Analyst, Virginia

Job Description

The Problem Analyst will hold responsibility for analyzing and conducting Major Problem Review of complex IT issues, identify the Root Cause, Improvement Actions, Enterprise remediations etc. The role also involves working with multiple stakeholders across technical teams, Senior Leadership, data analysis, Internal and External audits, continuous improvements, and governing problem Management process throughout its lifecycle. The position will oversee the problem management process within the service management tool, ServiceNow.

 

Essential Functions:

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   

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.