Associate Systems Analyst-ITIL change management

Company Description

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.

Job Description

The Change Analyst is responsible for coordinating and executing change initiatives in alignment with organizational objectives. They collaborate with cross-functional stakeholders to ensure changes are properly assessed, approved, communicated, and implemented with minimal disruption. This role requires strong analytical, communication, and problem-solving skills to drive improvements and uphold best practices in change management processes.

Essential Functions:

• Change Request Coordination:
  • Act as the primary contact for change requests, ensuring they are accurately recorded, categorized, and prioritized.
  • Collaborate with teams to investigate the impact, risk, and scope of each change request.
  • Facilitate approval workflows with relevant stakeholders and leadership.
• Impact & Risk Assessment:
  • Evaluate potential implications of each change on existing processes, systems, and resources.
  • Work closely with technical teams to develop and review change impact models and implementation plans.
  • Recommend mitigation strategies to address identified risks.
• Communication & Stakeholder Engagement:
  • Maintain clear and timely communication channels with all impacted parties.
  • Create and distribute communications about upcoming changes, ensuring stakeholders have sufficient knowledge and preparation.
  • Provide training materials or sessions as needed to support user adoption.
• Process Documentation & Continuous Improvement:
  • Document and maintain change management processes, standards, and guidelines.
  • Identify process inefficiencies and collaborate with team members to introduce improvements.
  • Participate in post-change reviews to capture lessons learned and best practices.
• Monitoring & Reporting:
  • Track and report on the status and effectiveness of changes, highlighting successes and identifying improvement areas.
  • Develop metrics to measure change management outcomes and present insights to leadership. 
• Education & Experience:
  • Bachelor’s Degree in Information Technology, Business Administration, or a related field.
  • 1-3 years of relevant work experience, ideally including exposure to change management, IT service management, or a similar role.
• Technical & Analytical Skills:
  • General understanding of IT systems, infrastructure, and service management frameworks (e.g., ITIL).
  • Ability to assess risk and impacts in a complex environment.
  • Proficient in data analysis tools (spreadsheets, project management applications, etc.).
• Communication & Interpersonal Skills:
  • Strong verbal and written communication skills for engaging with diverse stakeholders.
  • Ability to convey technical concepts to both technical and non-technical audiences.
  • Effective facilitation, collaboration, and negotiation skills.
• Other Competencies:
  • Detail-oriented and organized in managing multiple change requests simultaneously.
  • Adaptable to a fast-paced environment with shifting priorities.
  • Flexible working hours to accommodate diverse geographic locations
  • Demonstrated problem-solving and conflict-resolution abilities.

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

Qualifications

Basic Qualification
Bachelors degree, OR 3+ years of relevant work experience

Preferred Qualifications:
• Familiarity with ITIL or other IT service management frameworks/certifications.
• Previous experience in project management or related execution roles.
• Experience with ticketing systems and change management tools.
• Experience working with multicultural teams in diverse geographic locations preferred
• Strong customer service, analytical, research, interpersonal and problem solving skills required
• Technical expertise in Infrastructure Management is preferred
• Large Scale Operational Command Center experience and/or IT Service Desk experiences a plus
• Service Now, Business Analytics and Tableau reporting experience
• GenAI and AI Prompt Engineering skill and experiences a plus.
WHY JOIN US:
• Make meaningful contributions to organizational growth by driving streamlined change processes.
• Collaborate with experienced teams and leadership on critical, high-impact projects.
• Opportunities for professional growth and development in the areas of IT service and change management.

Additional Information

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.