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.

This position will build, operate and maintain the IT systems and infrastructure necessary to enable a highly connected and collaborative workforce that helps power Visa’s business. You will help define success for the central and critical tool for the ongoing support and operation of services that Visa provides. This position will report to the Director of End User Operations and Application Support.

Essential Functions:

• Perform release management activities by coordinating, communicating and planning releases.
• Facilitate project meetings/daily scrums and communicate meeting minutes.
• Facilitate user acceptance testing for Service Catalog and all platform related stories.
• Perform all yearly audit activities for group, role and platform related certifications.
• Perform license management activities by reviewing and managing demand, usage and overage.
• Implement and continue to improve standards and governance across service catalog and platform.
• Build custom reports and dashboards using the reporting module and performance analytics in ServiceNow.
• Work with internal customers and business analysts for requirement clarifications and solution designing.
• Provide L3 Support operations when requested.
• Analyze data, provide areas of improvement and document new processes across Service Catalog and platform.
• Support and maintain the intake process queue for all of Service Catalog, Service Portal and platform related enhancements and new features.
• Gather requirements by directly working with customers to ensure best practices and development standards are enforced.
• Create stories for monthly releases and unblock stories with requirement gaps by clarifying with customers and developers.
• Work with internal customers and business analysts for requirement clarifications and solution designing
• Work within the Service Catalog realm to create new catalog requests, build new workflows and make configuration changes.

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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

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 (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.

Preferred Qualifications:

• In-depth experience working with ServiceNow Security features, administering Users, Roles, and Groups, and performing administration tasks.
• In-depth experience working and Developing with ServiceNow Glide libraries, JavaScript.
• Experience working and developing with C#, NET, SQL.
• Knowledge and experience building custom reports and dashboards using performance analytics and the reporting module in ServiceNow.
• Knowledge of ServiceNow ITSM and ITIL foundations.
• Knowledge of Agile and Waterfall methodologies.
• Strong analytical skills with the ability to extensively analyze business processes and workflow.
• Effective communication with customers, system administrators, team members, and management.
• Good communication skills to work effectively with team members, support personnel, management and customers in geographically dispersed locations and the ability to work as part of a team as well as independently.
• Knowledge of requirements gathering for Service Catalog and the ability to work directly with customers and business analysts.
• Knowledge and experience writing technical and process documentation.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

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.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.