Systems Analyst (Service Now)

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Visa’s Corporate IT (CIT) organization is adding a Support Specialist for ServiceNow in Bangalore to its People Technology team to help provide support to key stakeholders and solutions within our ServiceNow environment.

We have a passion for architecting, designing, building, and connecting software solutions for Visa. Our portfolio includes SaaS and hosted packaged applications such as Workday, ServiceNow, ADP, SmartRecruiters, and some homegrown solutions. We are seeking a talented and motivated Production Support Specialist with experience in ServiceNow HRSD to join our team. In this role, you will be responsible for providing technical support and troubleshooting for our HR Service Delivery platform, ensuring the smooth operation of our HR services and processes.

If this sounds exciting, we want to chat and tell you more about our work culture and environment to see if this will be a good fit for both of us.

Essential Functions

• Provide day-to-day production support for the ServiceNow HR Service Delivery (HRSD) platform including incident management, problem resolution, and service request fulfillment

• Collaborate with cross-functional teams to resolve user issues and ensure the timely resolution of technical problems related to HRSD

• Monitor system performance and proactively identify and address potential issues or bottlenecks

• Develop and maintain system documentation including standard operating procedures, troubleshooting guides, and knowledge base articles

• Assist in the implementation of system enhancements, upgrades, and patches ensuring minimal impact on production systems

• Conduct regular system audits to ensure data integrity and compliance with HR policies and regulations

• Provide training and guidance to end users on HRSD system functionality and best practices

• Stay up to date with the latest ServiceNow HRSD features and industry trends to continuously improve system performance and user experience

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 two days a week, Tuesdays and Wednesdays, with a general guidepost of being in the office 50 percent of the time based on business need.

Governance, Risk and Compliance

• Participate in internal audits and ensure adherence to ITIL processes including Incident, Change, and Problem Management

• Complete application risk assessments and support security and privacy documentation

• Coordinate with vendors and Operational Resiliency teams for disaster recovery planning and service impact assessments

• Execute tasks as per IAM procedures including user access reviews and entitlements management

• Manage patching and remediation plans in collaboration with infrastructure and security teams

• Report and manage noncompliance situations and support audit issue resolution and tracking

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

Basic Qualifications

2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience



Preferred Qualifications

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



Bachelor's degree in Computer Science, Information Systems, or a related field



1 to 3 years of experience in production support, preferably in a ServiceNow HRSD environment



Strong knowledge of ServiceNow HR Service Delivery (HRSD) module including Incident Management, Case Management, and Knowledge Management



Experience in troubleshooting and resolving technical issues related to HRSD



Excellent problem-solving and analytical skills



Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams



Detail-oriented and highly organized, with the ability to manage multiple tasks and priorities simultaneously



ServiceNow HRSD certification is a plus



Strong follow-through and the ability to drive closure and resolution of complex system issues



Excellent problem identification, analysis, and solving skills



Exceptional communication and customer-facing skills, able to interact effectively with diverse groups of global partners, both technical and business users



Active listener, relationship builder, and team player



Experience working in an Agile environment

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.