Analyst, People Service Delivery

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

The People (HR) Systems team at Visa has built a People Service Delivery group to deliver top of class Employee Experiences. This is an exciting opportunity for an experienced People Service Delivery professional to enter and shape the future organization. Reporting to the Director, People Service Delivery, the Analyst, People Service Delivery, would be an integral part of enhancing our People Service Delivery infrastructure enabled by ServiceNow. They would be involved in content discovery and migration, management of knowledge in our knowledge bases, content and knowledge governance, testing and business readiness activities as we evolve the capabilities and deliver an integrated employee experience to our employees, managers , and People Business Partners globally.

You will drive, influence and collaborate with the People and Technology teams, as well as stakeholders across the organization to identify solutions (tools and processes) that meet business needs and incorporates best practices in the Knowledge and Content Management space.

Responsibilities:

• Primary focus will be on content enablement throughout the employee journey and experience – from preboarding to offboarding
• Governance design, methodology and implementation leveraging ServiceNow’s infrastructure
• Develop a Content Migration plan and consolidate content from across different platforms into ServiceNow as a central repository
• Work with developers guiding and managing the development of ServiceNow (HRSD) solutions
• Identify business requirements, requirements management, technical design, prototyping, process design (including scenario design, flow mapping), testing, training, defining support procedures and supporting implementations
• Lead & manage the User Acceptance of designed solutions partnering with technical and business teams
• Support business readiness activities to enable successful adoption of deployed solutions
• Build analytics dashboards to track knowledge usage and content across the platform
• Create a knowledge and content publishing workflow, from initiation, approval and publishing
• Partner with Center of Excellence (COEs) stakeholders on content and knowledge creation, maintenance to ensure the knowledge is fresh and up to date
• Optimizing AI search capabilities using a data driven approach
• Research and implement best practices in delivering a frictionless Tier 0 experience for all employees globally

Qualifications

Basic Qualifications:

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

Preferred Qualifications:

• Minimum 4 years of ServiceNow implementation experience in large complex environments, preferably HR Service Delivery product experience and certifications
• Experience identifying and resolving potential trade-offs or conflicts among technical solutions options, and ability to align this with business outcomes or impacts
•Ability to manage, drive and create content and knowl