Implementation Analyst-3

What an Implementation Specialist does at Visa:

The Implementation Specialist (IS) is responsible for providing excellent technical project support. Project support is defined by a Statement of Work (SOW), which would be pre-agreed between Cybersource CS Management and the Customer. 

In this role, you are expected to:

• Provide Implementation project support to Cybersource’s key customer base, including troubleshooting and resolution, through phone calls, emails and face-to-face meetings
• Liaise with clients, representing Cybersource’s products and services from both a technical and software integration perspective
• Manage technical project communications with client’s technical team, project team, customer services team and senior executives
• Proactively resolve business & technical problems encountered during projects
• Work collaboratively with the designated project team to ensure excellent customer service is offered consistently
• Work with Sales team to identify new strategic opportunities within existing relationships, either due to white space or new product/service offerings
• Act as the Cybersource lead in customer projects, effectively and efficiently deliver SOW agreed outcomes
• Work with clients to achieve an understanding of their core business and vertical and where Cybersource can add value
• Project-manage customer engagements involving internal development teams or third party developers
• Maintain expert knowledge of Cybersource products and services through training and self-study
• Create and own project documentation including SOW and Solution Designs
• Feed implementation and product knowledge and requirements to internal teams
• Manage critical path escalations with a focus on the relationship management and merchant expectations

Why this is important to Visa

The Implementation Specialists are experts in our connection methods, our Products and Services, and our on-boarding processes. They are experienced project managers and are comfortable managing technical and business relationships. The role would facilitate short-term client engagements to generate Visa revenue while assisting Cybersource clients in their project delivery. The IS will work with internal and external project teams, technical and business contacts to achieve the project goals and will provide expert implementation support, payments consulting, and project management, understanding all points along the Service Lifecycle.

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 you will need:

• Demonstrated technical implementation support and Project Management experience
• Strong relationship management skills and experience and an ability to plan strategically
• Ability to skilfully prioritize and manage concurrent projects and issues
• Experience in working with cross-functional/cross-departmental and virtual teams, managing business and technical relationships
• Self-starter with strong organization and resolution management skills
• Must work well as a part of a team
• Proven strong complex problem solving capabilities
• Competency in a technical skillset, such as Programming language, coding, webserver, Scripting, REST API

What will also help:

• 3 or more years of relevant experience with a Bachelor’s degree in Computer Science, Information Technology or equivalent work experience in technical implementation within software or financial services
• PRINCE2, PMP or similar project management certification
• Payment industry experience
• Customer support experience
• Card-not-present and risk mitigation methodology experience is strongly preferred
• International banking knowledge, gained from merchant work experience
• Should be experienced with working in matrixed organisations
• Expert understanding of Cybersource products and services
• Expert coding or technical architecture experience
• Proficiency in Japanese, Cantonese, Thai, Korean or Mandarin would be considered a plus

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.