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 Knowledge Management Analyst is responsible for managing Client Care content for within Microsoft Dynamics support articles and function as the knowledge management expert for client experience improvements. This role involves editing and publishing new and updated content and documentation to team members and will require a strong partnership with the Service Experience team members, Product Support Engineers, Training, and other key stakeholders. Additionally, this role involves ongoing oversight of knowledge governance.

This role performs a range of knowledge management tasks that support the overall Client Care knowledge strategy, including but not limited to the following responsibilities:

• Collaborate closely with line of business leadership to understand gap analysis for current knowledge
• Oversee business-critical documentation, ensuring alignment with content standards inclusive of style guides and templates, for consistency and quality across knowledge
• Partner with line of business leadership to understand and analyze impact of product changes and feature launches on business processes and related knowledge
• Execute the implementation of long-term knowledge management strategies in partnership with the Director of Knowledge Management
• Collaborate with line of business leadership to make changes to documentation and processes, as required
• Manage multiple projects and priorities effectively, ensuring timely delivery of high-quality documentation
• Train new and existing users of the knowledge base to train for user roles and provide day-to-day user support
• Assess and implement AI solutions for content development and management
• Champion continuous improvement by measuring the impact of documentation efforts through various metrics and analytics
• Partner with a Service Experience/GTM liaison to understand product changes and feature launches sufficiently to assess the potential impact to Client Care and direct related process and documentation changes
• Provide ongoing communication to team members across Client Care for process and documentation changes

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

Qualifications

• 2 years of relevant work experience with a Bachelor's Degree or 0 years of relevant work experience with an Advanced degree (e.g. Masters/MBA/JD/MD/PhD)
• Effectively manages tasks, meets all expectations, and follows through.
• Displays a sense of urgency and motivation to succeed.
• Exhibits high standards and persists in setting and accomplishing goals.
• Takes initiative and works independently, taking ownership of outcomes.
• Understands and anticipates the needs and expectations of internal and external customers and deliver high-quality products or services that meet or exceed them.
• Demonstrates an ability to simplify, improve, and find lean solutions.
• Generates novel and useful solutions to problems or opportunities.
• Uses communication skills to inspire, influence and motivate others.
• Manages stressful situations appropriately and adapts easily to shifting priorities and challenges.
• Understands the importance of relationship management with key stakeholders and peers
• Efficiently manages projects and time and introduces innovative ideas and processes to make things better.

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.