Operations Analyst

Visa - Ashburn, VA (30+ days ago)4.0


Job Description

Position Summary

The global systems operations team supports all the processing operations for
Visa Inc., including Visa's networks, systems, and applications. It is also
responsible for physical engineering and support of the Visa facilities and the
lab environment.

Job Scope
As a member of Operations Command Center, the Associate Network Processing
Analyst has the primary responsibility for monitoring authorization processing
and providing first level response to assist with the mitigation or elimination
of issues which may be impacting to our clients, or the VISA brand. The
preferred candidate will have the responsibility of being the first point of
contact for all Visa customers (worldwide), and will need to possess excellent
Customer Service, technical and analytical abilities in order to effectively
manage first contact with VISA customers, and resolve a high number of reported
issues without any need for escalation or assistance. The preferred candidate

will possess all of the following competencies:
THIS IS A DAY SHIFT POSITION

Support and advocacy for Visa clients comprised of consumers, businesses, financial institutions, and governments worldwide.

Basic understanding of the ISO 8583 message format standard in order to build a strong
understanding of the payment transaction elements from point of sale acquirer
to Issuer and back, ultimately resulting in a seamless transaction for the
cardholder.

Must develop an in-depth understanding of Authorization transaction message flow and the
different types of transaction exceptions that can be encountered resulting in
cardholder impact.

Must be able to work flexible shift hours.

Ability to gather pertinent information and work with our clients to isolate and resolve the
majority of events without any need for assistance.

Ability to develop, edit and distribute effective internal and external communication in a timely
and accurate manner as per documented process.

Follow documented support procedures, managing each issue through resolution or turnover in order to maintain established service levels.

Track update and resolve all assigned incidents, changes and problem reports in the incident
management system, ensuring that documentation is thorough, accurate and meets
a standard of high quality.

Properly escalate incidents in a timely manner per support guidelines and procedures.

Proactively monitor, recognize, analyze, isolate and/or resolve documented hardware and software problems utilizing a variety of hardware and software testing tools and
techniques.

Liaise with L2 support groups and/or development groups to collaborate on the resolution of
incidents and problems.

Support project schedules and changes management.

Maintain technical skills through participation in ongoing training.

Responsible for the internal and external communication of issues to management, other internal support groups and customers via pages, email broadcasts or phone calls.

Internal and External Bridge Stewardship in support of timely resolution of internal and client facing issues. Qualifications

Required:
Data Analysis and research

Excellent verbal/written communication, organizational skills, ability to prioritize a
constantly changing work load. Interpersonal skills and ability to excel as
part of a team.

Financial/banking background

Preferred:
Basic Understanding of Authorization transaction message flow with the ability to gain an in-depth
understanding.

Understanding of Tandem System Technology

Ability to quickly learn Visa proprietary as well as industry standard tools to support monitoring
and response for client and Visa brand issues. Primary Tools are Netcool and Vital Signs

6 to 12 months of relevant experience

Uses sound judgment in determining priorities and enlisting support of other internal groups to
prevent any compromise to Visa business or client service level agreements.

MS Office suite proficiency

Need to already possess Information Technology Infrastructure Library Foundation Certificate
(ITIL), or ability to obtain within 6 months.

Additional Information

Alternative Schedule:
This is a two-week rotating schedule of 12-hour shifts.

Required to work OT as requested to cover staff shortages and training.

This is an operational department therefore, you will be required to work
weekends and over the holiday periods as scheduled.

Shift starts at 6:00 AM MT/8:00 AM ET and ends at 6:30 PM MT/8:30 PM ET.

Shift repeats every 2 weeks.

Week 1: Scheduled work days are: Mon, Tue, Fri, Sat and Sun

Week 2: Scheduled work days are: Wed and Thurs