Team Summary
Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, enabling our client facing teams to deliver and scale new products, services and initiatives into the market.
The Client Configuration Management (CCM) team provides client configuration and implementation expertise involving a unique set of skills with highly specialised knowledge of complex systems and applications as it relates to Client programs, transaction processing/routing and its implications to clients and cardholders. Clients include financial institutions, merchants, third party processors, non-traditional clients, state-owned entities, and direct connect merchants.
What an Implementation Analyst does at Visa:
An Implementation Analyst is a client facing and an individual contributor role responsible for managing non-routine 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:
- Provide dedicated implementation and configuration support to assigned Visa clients within a market and/or support to assigned countries/markets.
- Manage multiple types of configuration requests in support of client and Visa initiatives. Such as the addition of new system parameters to rollout a new service. This involves the coordination and prioritization of resources and tasks based on committed deliverable dates.
- Meet all milestones and deliverables in a timely manner.
- Coordinate directly with clients to understand program set up requirements and manage steps required to support all new card program installations, processor conversions and updates to existing programs without customer impact. This includes the setup of new products and services.
- Provide initial consultation and guidance on clients’ requests and needs, which also includes discussion of processing implications and completing questionnaires.
- Review, research, and analyze each client configuration request (i.e. Client Information Questionnaire) in detail to ensure completeness and accuracy. This includes highlighting discrepancies, inconsistences and incomplete information.
- Ability to translate technical information to business language in order for clients to gain a better understanding of the changes.
- Participate and/or Lead conference calls associated with client configurations – this may include internal and/or external clients.
- Ensure execution of all deliverables including ownership of implementation and packet management.
- Prepare accurate estimation and processing of billable tasks.
- Attends project kick off meetings with client and Visa project team.
- Prepare and maintain configuration checklists/profiles associated to assigned clients and/or markets.
- Provide problem resolution support for production and testing configuration changes.
- Report client incidents and manage to resolution.
- Provide 24 x 7 support for escalated inquires related to client configuration changes (i.e. cardholder declines from a new card program set up or testing interruptions).
- Responsible for the review and approval of other team members’ implementation work packets. These work packets represent the Visa system table changes involved within a client’s request and requires a review in multiple Visa applications.
- Provide responsive, accurate, and timely communications to internal and external stakeholders.
- Negotiate amongst various Visa teams and coordinate resources to ensure delivery on commitments.
- Facilitate any emergency requests and coordinate internal resources (i.e. real time changes with network operations).
- Build and enhance positive working relationships with Visa clients and internal stakeholders (i.e. Account Management, Project Management, & Testing).
- Represent customer system and operational requirements to internal Visa organizations.
- Provide training (and share knowledge) to internal and/or cross-functional teams and external clients, as applicable.
- Contribute to department processes and procedures.
Why this is important to Visa
The Implementation Analyst (individual contributor) develops configuration expertise in the overall set up of client programs from a business, client and technical perspective within Visa. Clients include financial institutions, third party processors and non-traditional Fintech clients. This role is responsible for providing functional and technical consultative support to internal and external stakeholders for low to mid complexity programs, projects and other implementation activities for clients.
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.
