Systems Analyst (Service Now)

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.