Implementation Analyst

What an Implementation Analyst does at Visa:

• An Implementation Analyst is a client facing and an individual contributor role responsible for managing configuration activities along with identifying and resolving issues of low-to-mid complexity. This position is at a professional level and requires an individual to work independently while receiving moderate guidance.
• In this role, you are expected to:
• Manage multiple types of configuration and digital enrollment requests in support of client and Visa initiatives. This involves the coordination and prioritization of tasks based on committed deliverable dates.
• Review, research, and analyze each client configuration request in detail to ensure completeness and accuracy. This includes highlighting discrepancies, inconsistences, and incomplete information.
• Ensure execution of all deliverables including ownership of implementation and packet management, accurate estimation and processing of billable tasks.
• Provide monitoring and operations support for the Client Configuration mailbox.This includes responding to or routing incoming enquiries for resolution and internally distributing notifications as applicable.
• Extract required data, prepare and deliver query outputs/reports to support the team's operations (for example, open and past due packets, packet pre-edit processing errors, data discrepancies across various systems).
• Highly flexible in terms of working hour schedule and availability to support exception implementation requests.
• Provide ongoing consultation and guidance on clients requests and needs, which also includes discussion of processing implications and completing questionnaires.
• Translate technical information into business language for clients to gain a better understanding of the changes.
• Coordinate directly with clients to understand configuration requirements and manage steps required to support updates to existing programs without customer impact.
• Attend project kick off meetings or conference calls associated with client configurations this may include internal project team and/or external clients
• Report client incidents and provide problem resolution support for configuration issues with moderate guidance.
• Provide 24/7 on-call support for escalated inquiries or issues, both external and internal. Facilitate any emergency requests and coordinate internal resources (i.e., real-time changes with network operations) to avoid client impact.
• Contribute to identify areas for re-evaluation and provide suggestions for process improvement.
• Provide responsive, accurate, and timely communications to internal and external stakeholders.
• Meet all milestones and deliverables in a timely manner.
• Build and enhance positive working relationships with clients and internal stakeholders.

What you will need:

We are looking for an individual who is analytical and has a curiosity about payments, is results-driven and client-focused. As a candidate, you should have:

• Bachelor's Degree in Business, Finance, Computer Science, Information Technology or equivalent qualification.
• A minimum of 5 or more years equivalent experience in a customer support role in software, financial or information services.
• Experience using standard MS Office tools (e.g. Outlook, Teams, Excel, PowerPoint, Word, etc.).
• Excellent time management, organisation, and planning skills are essential.
• Excellent verbal, written, presentation and interpersonal skills are required.
• Demonstrate ability to articulate technical terms or processes into business language.
• Able to set priorities, influence others, and manage customer expectations.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to prioritise effectively and multi-task under deadlines.
• Ability to follow processes, procedures and adjust to a continuously changing environment.
• Able to remain calm and professional in high stress situations.

What will also help:

• 2 to 4 years of direct Visa experience is preferred
• Working knowledge of the payment industry and Visa's business.
• Working knowledge of payments network and transaction processing message routing, stand-in processing, clearing and settlement