The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:

What you need to know about the role:
The ServiceNow Architecture function serves as the technical backbone for the ServiceNow COE. We are trusted advisors and looked at as experts and thought leaders for our given area(s) of specialization. We are seeking a subject-matter expert in ServiceNow’s IT Service Management (ITSM) to join our team.
There is an ongoing need for PayPal to continue to maximize ServiceNow’s ITSM capabilities through product alignment and technical best practices to ensure that we have the foundational structure and data required to enable and scale PayPal’s IT service management goals. In this role, you will lead ServiceNow IT Service Management (ITSM) architecture through the disciplined use of product sense, execution, measurements, and prioritization to design and optimize ServiceNow solutions to enable this.

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.  

Job Description:

Your way to impact:

You will impact the success of PayPal by designing and architecting ServiceNow ITSM solutions that enable PayPal’s business needs through capabilities such as  Incident Management, Change Management, Problem Management, Knowledge Management, Problem Management, Service Operations, Site Reliability Operations, Continual Improvement Management, and Request Management.

You will work closely with other product disciplines, across product management and architecture, to ensure the correct design and implementation of ServiceNow ITSM capabilities to support existing and planned processes. As a subject matter expert, you will use process and product know-how and methodologies to help identify other areas of opportunity and synergy.

Your day to day:

Your work will help to enable PayPal’s SITE Reliability Engineering and IT Service Management organizations through establishing an underpinning data architecture strategy, configuration footprint, and integration architecture. This will enable PayPal to more effectively executive on our customer needs and product enablement goals.

Design and document, in conjunction with the product team, a target state vision for the ServiceNow IT Service Management space (inclusive of data structure, data ownership/governance, relationships, ingestion sources, integrations, process considerations) 

Conduct application design sessions with SITE Reliability Engineering (SRE/SRCE), IT Service Management, ServiceNow COE, and other stakeholders as necessary to ensure business requirements are met while safeguarding the platform from technical debt 

Closely partner with SRCE business and product owners to review and iterate on translation of business requirements, and creation and ongoing maintenance of ITSM feature development backlog 

Advise business groups by providing strategic direction to initiative prioritization, integration approach, and resource application 

What do you need to bring:

Bachelor’s degree or equivalent combination of education and experience 

7+ years’ experience in business analysis, ServiceNow implementations, metrics and reporting, platform-based process management, or other relevant experience 

Hands-on experience as a senior developer or platform architect designing and implementing the latest ServiceNow ITSM capabilities (Vancouver +) across Incident Management (inclusive of Major Incident Management), Change Management, Problem Management, Service Request, etc. 

Hands-on experience implementing integration and ETL technologies and capabilities such as Integration Hub, REST, JDBC, ODBC, etc. 

[PREFERRED] Experience documenting technical architecture with different target audiences in mind (i.e. business stakeholders, leadership, and or technical SME’s)  

Strong written and verbal communication skills 

Ability to work effectively in a global team environment 

Passion for continuous learning; stay apprised of new ITSM features and capabilities  

 

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

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:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

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 talentaccommodations@paypal.com.  

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.