People Service Delivery Systems Analyst

Summary

Join Visa's People (HR) Systems team as an Analyst, People Service Delivery, and play a key role in enhancing the company's People Service Delivery infrastructure using ServiceNow. You will work with developers, stakeholders, and other teams to improve employee experiences. Responsibilities include managing ServiceNow solutions, building analytics dashboards, developing content migration plans, and optimizing AI search capabilities. This remote position requires experience with ServiceNow implementation and knowledge management, along with strong communication and problem-solving skills. Candidates located in Austin, Texas and Atlanta, GA are encouraged to apply. Visa offers a comprehensive benefits package.

Requirements

2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Responsibilities

• Work with developers acting in a product owner capacity, guiding and managing the development of ServiceNow (HRSD) solutions
• Enable ServiceNow Now Assist for HRSD leveraging best practices to deliver self-service and case deflection – enabling users to answer their own questions
• Identify business requirements, requirements management, technical design, prototyping, process design (including scenario design, flow mapping), testing, training, defining support procedures and supporting implementations
• Build analytics dashboards to track knowledge usage and content across the platform using ServiceNow Reporting and Analytics Products (Performance Analytics, User Experience Analytics, etc.)
• Focus on developing something far beyond a ticketing portal into a content hub and designation for all People Content along the employee’s lifecycle
• Governance design, methodology and implementation leveraging ServiceNow’s infrastructure
• Develop a Content Migration plan and consolidate content from across different platforms into ServiceNow as a central repository
• Lead & manage the User Acceptance of designed solutions partnering with technical and business teams
• Create a knowledge and content publishing workflow, from initiation, approval and publishing
• Partner with Center of Excellence (COEs) stakeholders on content and knowledge creation, governance and maintenance to ensure the knowledge is fresh and up to date
• Optimizing AI search capabilities using a data driven approach

Preferred Qualifications

• 8 years of relevant work experience with a Bachelors Degree or 5 or more years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• Minimum 4 years of ServiceNow implementation experience in large complex environments, preferably HR Service Delivery product experience and strong desire to earn HRSD Certifications
• Experience identifying and resolving potential trade-offs or conflicts among technical solutions options, and ability to align this with business outcomes or impacts
• Experience with owning knowledge management in ServiceNow and building approvals, ownership groups and a periodic reviewing framework
• Proficiency in the use of Jira and Microsoft Office tools (Microsoft Word, Excel, PowerPoint, Visio, Project, SharePoint)
• Agile planning and execution: Drive sprint planning, backlog grooming, daily stand-up meetings, reviews/demos, retrospectives, and other scrum ceremonies
• Strong understanding of ServiceNow applications and modules, understanding the business context and how to translate business and functional requirements into a sustainable ServiceNow solution
• Proficient in all phases of the Application Development Lifecycle
• Strong product management skills
• Understanding of technical leading practices around ServiceNow configuration
• Demonstrated ability to work in ambiguous situations and have influence across organizational boundaries through excellent analytical and problem-solving skills
• Ability to influence and steer a wide range of stakeholders while bringing together and working with a team of people with varied backgrounds - business analysts, technical experts, process owners
• Experience working in large/global corporate environments
• Successful track record leading delivery of complex, multi-faceted initiatives, or projects
• Excellent written and communication skills, able to present to executive management, able to communicate complex security and technology concepts to non-technical staff

Benefits

• Bonus and equity
• Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program
• Remote work