Job Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.


Summary: What you need to know about the role: As a ServiceNow Operations Lead you will provide support in managing and maintaining our ServiceNow environment, ensuring its reliability, performance, scalability, and security. This role involves leading a team of administrators and developers from our managed services partner, closely collaborating with platform architecture and product teams, and helping to ensure the ServiceNow platform aligns with and enables business objectives and customer needs. Meet our team: PayPal's service management team is driving frictionless and effortless customer experiences, improving operational efficiency and customer satisfaction through a combination of process optimization and automation. Through the ServiceNow platform, we design, develop, and enhance customer experiences that better enable PayPal business functions and processes. With increasing demand, our solutions require scale across millions of daily transactions, terabytes of data, and hundreds of integrations - all while ensuring high availability to our customers.


:


Your way to impact:


You will work closely with and provide oversight to our managed service provider (MSP) resources to help ensure the continued health, stability, and security of PayPal's ServiceNow platform. You will lead operational activities ranging from day-to-day customer interactions, request fulfilment, sprint releases, and platform patching and upgrades. You will be the primary point-of-contact for the India-based operations team, supporting the successful investigation, triage, and resolution of ServiceNow defects and incidents - and support with associated root cause identification, corrective action implementation.

Your day-to-day:

Operations Oversight & Governance: Connect with managed services provider (MSP) resources to perform a periodic review of the ServiceNow operations landscape, inclusive of customer feedback, open tickets, platform performance, release and clone management, infrastructure (e.g., MID servers, integrations) maintenance, and general system health tasks. Through close partnership and oversight of MSP resources, ensure that platform defects and incidents are resolved according to published SLAs following defined standard operating procedures. Partner with ServiceNow (vendor) support account manager and HI engineers to review open cases and escalate as needed - review feedback from bi-weekly calls to keep all parties accountable.

Patching and upgrades: Lead ServiceNow platform patch and upgrade planning, execution, and communication activities following published SOPs. Help to ensure a complete-and-correct list of key customer stakeholders (via SN APM module). Partner closely with platform product and architecture teams to review plan and execution progress.





Documentation and process updates : Create and maintain comprehensive SOPs and technical documentation - inclusive of system configuration, flows, and customizations. Help to ensure managed service provider resources are held accountable and compliant with documented SOPs, and assist with addressing gaps as identified.



Continuous Improvement: Stay informed of the latest ServiceNow applications, features, enhancements, and general operational best practices. Identify and aid in implementing opportunities to improve existing tooling and processes - especially those which aim to improve operational effectiveness.

What you need to bring:

• Bachelor's degree in Computer Science, Information Technologies, or related field, or an equivalent combination of experience, education, and training
• 5+ years of technology implementation and/or managed services experience with 3+ years of ServiceNow product support experience in large, complex environments
• Strong leadership skills with experience in leading technical teams and projects in a managed services environment
• Exceptional customer service abilities with strong interpersonal and communication skills, helping to effectively collaborate with stakeholders and communicate with customers
• Strong understanding of ServiceNow platform capabilities and how to troubleshoot. Background with capabilities such as forms, workflows, flow designer, scheduled jobs, fix scripts, and integrations.
• Expertise in ITIL frameworks, ITIL v3 or v4 certified
• Fundamental understanding of Scrum and Agile principles & ceremonies
• Knowledge and experience (preferred) with multiple ServiceNow modules, such as: ITSM, HRSD, IRM, CMDB, SPM, etc.
• ServiceNow certifications: Certified ServiceNow System Administrator (CSA), Certified in ServiceNow ITSM, CAD is preferred

Our Benefits:



At PayPal, we're committed to building an equitable and inclusive global economy. And we can't do this without our most important asset--you. That's why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.



We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com





Who We Are:



To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx





PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.


PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.



As part of PayPal's commitment to employees' health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.