Tech Analyst

3 weeks ago

Bengaluru, India VISA Full time
Job Description And Responsibilities

1 Job Description and ResponsibilitiesThe Automation & Optimization Technical Solution Analyst will be responsible for supporting the Client Services Tools users, across a variety of tools such as Microsoft Dynamics and Genesys. The Client Services organizations are supporting Financial Institutions, FinTechs, Merchants and Consumers and require technical assistance within their tool use in support of these client types.The candidate for this role will be responsible for:• Work with the various business partners across Visa’s global offices, with a focus on Central Europe, Middle East and Africa (CEMEA) and Asia Pacific (AP).• The technical analyst will work in a matrixed organization, taking daily direction from a local manager and from a North American leader, directing their support.• Collaborating with Development Teams in working closely with engineering to resolve issues and assist enhancing the CRM system through ticket management.• Analyst will work with ticketing system and CRM systems (MSFT Dynamics) to log and resolve user issues.• Assist in the training of the user base in the use of new and existing features of the MSFT Dynamics CRM system.• Analyzing User Behavior, using data to understand how users are interacting with the CRM system and identifying areas for improvement.• Assist in the generation of key performance indicators (KPIs) and other reporting needed by the leadership team and the user base.• Managing Stakeholder Expectations: Regularly communicating with local user base about the progress of CRM development and implementation. Understanding the existing Tools Roadmap and able to answer questions from users.• Showcase effective communication in reporting, notes, documentation, FAQs, escalations, and more.

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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications• B.S or B.A. degree and at least 3 years of experience with core customer service technical solutions.• Strong working knowledge of MSFT Dynamics365 is necessary.• Working knowledge of Share Point, technical ticketing system, MSFT Office suite.• Ability to collaborate directly with the business, in solution of issues as well as information requirements gathering.• Experience with (Agile, Iterative, Waterfall) project and development processes, and the ability to communicate effectively with IT resources.• Ability to take responsibility for agile releases for the business, collaborating with technology.• Experience working in a global, multi-channel, cross-functional organization is required.• Able to set priorities, manage expectations, work as part of a team and independently.• Must have effective professional verbal, written and presentation skills for audiences ranging from individual contributor through management level.

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.

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