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**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.

The IT Service Management (ITSM) group within the Digital Enablement Solutions (DES) team at Visa is seeking an IT Service Manager with excellent communication skills, a strong sense of ownership, and the ability to work autonomously. This role involves driving excellence across all employee-facing technology services, simplifying and optimizing IT services, and promoting a service culture focused on the employee experience.

**Key responsibilities include**:

- Continual improvement of services and processes
- Building strategic partnerships throughout the organization
- Managing services throughout their lifecycle
- Influencing decisions as a customer advocate
- Facilitating transparent communication and collaboration
- Providing clear, monthly reporting focused on results and milestones

**Essential Functions include**:

- Prioritizing and addressing local Service Improvement Opportunities quarterly, meeting or exceeding targets
- Analyzing ServiceNow data to identify service gaps and drive improvements
- Meeting with world area staff/leaders to present analysis of services, capturing feedback and aligning with business needs




- Driving service transition and integration activities beyond minimum requirements, striving for world-class delivery
- Developing actionable plans with key deliverables/milestones, eliminating ambiguity
- Communicating with high energy, excellent verbal, written, and presentation skills are essential
- Creating clear and actionable service-related communications for distribution to targeted audiences
- Building partnerships and encouraging collaboration to maximize continual improvement opportunities
- Transforming complex technical concepts into precise, audience-appropriate language
- Leading in ambiguous high-pressure situations and working independently with limited direction
- Prioritizing and managing a wide range of competing initiatives
- Taking ownership of urgent customer items and building strong relationships with internal customers
- Optimizing service delivery by aligning technology owners with best practices and methodologies
- Challenging assumptions and the status quo, exhibiting strong organizational courage
- Developing persuasive business plans and proposals that maximize return on investment
- Exhibiting strong problem-solving skills and critical thinking techniques
- Understanding organizational change management and user experience improvement techniques
- Engaging professionally with people at all levels, using strong interpersonal skills
- Managing time and priority with attention to detail across a wide array of competing initiatives




- Integrating into a team of technical, process improvement, and change management professionals
- Providing quarterly written proposals to leadership on biggest ITSM opportunity areas to serve the Latin America and Caribbean region
- Strong ideation and problem-solving skills
- Results-oriented with a continuous improvement mindset
- Coachable and positive attitude
- Strong and concise communicator, effective listener, and empathetic
- Self-sufficient in admin tasks and effective at prioritizing

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

- 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

**Preferred Qualifications**:

- 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
- ITIL Foundation certification or equivalent knowledge/experience
- Proven experience designing ServiceNow queries - generating related reports & dashboards
- Strong knowledge of Microsoft Office - PowerPoint, Outlook, Excel, SharePoint, etc.
- Experience in data analysis tools, including Excel, Power BI, and PowerApps
- Experience with AI-driven tools for automation, such as Copilot and ChatGPT
- Understanding or awareness of Nexthink service offerings
- Understanding of Project Management methodologies
- 1-2 years working on IT project teams
- 1-2 years directly supporting the user community
- 1-2 years providing updates to senior leadership

**Additional Information**
Visa is an EEO Employer. Qualified applicants will receive consideration for employment

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📌 IT Service Manager Analyst (Bogotá)
🏢 Visa
📍 Bogotá