Governance Analyst
Pismo’s platform delivers mission-critical services to its customers, processing billions of transactions annually across multiple regions. Ensuring stable, reliable, and predictable operations requires well-defined processes, strong governance, and experienced professionals to support production environments.
The ITSM Governance area is responsible for designing, evolving, and sustaining processes and tools that support customer operations, ensuring clear communication across teams, reliable metrics, operational visibility, continuous improvement (incidents and changes), and effective decision-making.
As a Governance Analyst, you will play a key role in strengthening customer support governance by combining operational excellence, high-quality communication, and data-driven decision-making. You will partner closely with Engineering, SRE, Customer teams, and leadership to reduce operational risk, increase platform reliability, and improve the overall customer experience.
Key Responsibilities:
- Manage and continuously improve customer support processes, ensuring clarity, consistency, and adherence to governance standards.
- Coordinate improvements to incident and change management processes, including classification, SLAs, communication, post-incident analysis, and lessons learned.
- Monitor and analyze support performance metrics, identifying trends, risks, and improvement opportunities.
- Ensure compliance with established processes through quality assessments, internal audits, and follow-up on action plans.
- Evolve and optimize the ecosystem of tools supporting processes and metrics (Jira/JSM, Grafana, AskNow, integrations).
- Collaborate with cross-functional teams to simplify workflows, reduce operational friction, and minimize rework.
- Create and deliver documentation, training, and communications to increase process adoption and maturity.
- Support regulatory audits by providing governance and operational evidence, metrics, and documentation.
This is a remote position. A remote position does not require job duties be performed within proximity of a Visa office location. Remote positions may be required to be present at a Visa office with scheduled notice. #LI-Remote
