Job Description

JOB SUMMARY:

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:

• Develop, test, and debug new and existing functionality that meets specific requirements
• Identify requirement gaps to maintain a high degree of quality in the solution built and provide configuration options to identify respective pros and cons
• Design and implement software that is simple, intuitive and easy to use that will allow customers to extend and customize the functionality to meet their specific business needs
• Work with internal customers and business analysts for requirement clarifications and solution designing
• Write technical design and build documentation for all aspects of a technical infrastructure
• Research information from existing systems, analyze program and time requirements
• Prepare time estimates and justifications for assigned tasks and provides recommendations to project managers
• Provide level 3 support and guide level 2 administrators on problem resolution. Exhibit understanding and perform operational acceptance/turnover activities.
• Provide 24x7 “on-call” support rotation
• Troubleshoot and perform root cause analysis of production issues that arise. Explain technical concepts and provide guidance to junior level staff
• Analyze system log files and recommend changes and enhancements to applications and system configurations
• Perform Service Now upgrades and patches across all environments
• Perform daily promotions of update sets from Dev to QA
• Perform technical release management activities for monthly releases by coordinating, communicating and implementing into production
• Support multiple instances of the platform including Development, QA, Regression and Production
• Participate in project meetings/daily scrums and communicate development status
• Conduct weekly design reviews with federated development teams to ensure ServiceNow Best practices and development standards are met

Qualifications

BASIC QUALIFICATIONS:

• 4 years of 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 degree

PREFERRED QUALIFICATIONS:

• In-depth configuration and development experience across all core ServiceNow models. (Incident Management, Problem Management, Change Management, Knowledge Management, CMDB, Catalog Request and Service Portal)
• In-depth experience with JavaScript, AJAX, XML, JSON, CSS, and HTML
• Knowledge working with AngularJS, NodeJS and Glide Stack APIs
• Knowledge of APIs, web services and standard relational database concepts required
• Knowledge and experience working with ServiceNow Security features, administering Users, Roles, Groups, ACLs
• Strong understanding of ServiceNow Best Practices
• Knowledge maintaining and supporting the ServiceNow platform and ability to troubleshoot and restore the application
• Experience performing promotions of update sets from lower to higher environments
• Experience performing ServiceNow upgrades and patches on multiple environments
• Strong analytical skills with the ability to extensively analyze business processes and work flow
• Effective communication with customers, system administrators, team members and management and use sound judgment when considering enterprise impacts of technical decisions
• Good communication skills to work effectively with team members, support personnel, management and customers in geographically dispersed locations and ability to work as part of a team as well as independently

Additional Information

WORK HOURS: 

• This position requires the incumbent to be available during core business hours

TRAVEL REQUIREMENTS:

• This position requires the incumbent to travel for work 5% of the time.

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, reach with hands and arms, and bend or lift up to 25 pounds.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

All your information will be kept confidential according to EEO guidelines.