What is it all about?
The Sales Tools Operations Analyst is responsible for managing level 1 production support activities for the Visa Sales Cloud application (Microsoft Dynamics). This position will partner with a team of analysts and administrators who provide support to the users completing business on the tool. Responsibilities including managing and resolving user support requests for active users, triaging, and classifying configuration requests to be reviewed by delivery teams, while meeting appropriate SLAs.
The Sales Tools Operations Analyst will perform level 1 application support to the Visa Value-Added Services users of Visa sales tools and applications. The candidate will be responsible for managing and providing production support across the applicable business groups and various application tools.
Responsibilities
- Serve as a level 1 point of contact and internal support for Value-Added Services sales users.
- Manage the case queues, classifying cases, prioritizing for delivery teams and ensuring cases have met minimum criteria to be worked on by the team or perform necessary follow up to ensure completeness of information.
- Reach out to stakeholders as necessary for clarity on case requests or coordinate troubleshooting sessions as needed.
- Hands-on in case resolution, including outreach and direct interaction with business teams.
- Work in conjunction with management and IT partners to help facilitate and manage overall progress of application issues or change requests.
- Identify opportunities for improvement and implement solutions to streamline and improve existing production support processes.
- Administer the Microsoft Dynamics platform including performing bulk record maintenance, assisting with user onboarding, creating views, workflows and dashboards as needed.
- Maintain an in-depth understanding of the Microsoft Dynamics system, including updates and new features.
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.
What we expect of you, day to day.
- Relevant work experience with a Bachelor’s Degree or 1 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD, PhD)
- You will be proficient in using Microsoft Dynamics or any other CRM system f.g Salesforce.
- Experience in a business analysis/application support environment (or equivalent work experience) similar to Help Desk support.
- Excellent research and analytical skills including the ability to assign critical activities to the appropriate groups as well as self-diagnose problems.
- Able to set priorities and manage expectations, and work both as part of a team and independently.
- Must have effective professional verbal, written and communication skills for audiences ranging from individual contributor through executive levels.
- Effective time management, organization, and planning skills.
- Able to multitask under shorter time frames without sacrificing the integrity of the prioritized work.
- Certification(s) in Microsoft Dynamics (e.g. Dynamics 365 Fundamentals)
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.
