CPI Service Management Intern in San Jose at PayPal

Date Posted: 2/13/2018

Job Snapshot

  • Employee Type:
  • Location:
    San Jose
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 210 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

A typical day for the CPI Service Management Intern will include:
• Service management is a strategic approach for designing, delivering, managing, and
improving the way CPI delivers our services.
• The goal of Service Management is to ensure that the right processes, people, and technology are in place to enable our customers to meet their business goals.
• This project aims to continue the transformation of Core Platform & Infrastructure to a service based organization, leveraging service management best practices to increase value to the business, reduce cost, and improve quality and efficiency. This initiative focuses on end-to end processes and procedures which deliver these services; manifesting through workflow orchestration in ServiceNow, and continual service improvement programs.
Business Orientation & Value
• Increases alignment between BU and CPI
• Model brings clarity to organizations functions, roles and constitutes the foundation for communication between Tech and business
• Common language, common way of working, a common look and feel, and a common service model across the enterprise
Improved Customer Satisfaction
• Clear understanding of what services are provided and what services are needed
• Ease of engagement, predictable delivery
Improved Service Quality
• Optimized customer experience and quality of service
• Provides measures and standardized framework to optimize quality of service through continuous improvement
Improved Efficiency
• Optimized processes, workflow, automation and alerting remove unnecessary manual effort and rework.
• Improved efficiency translates to reduced operational costs
Improved Collaboration
• Service management makes it easy for work to be passed between individuals or groups, or to be worked on collectively
Reliability & Predictable Delivery
• Standardized workflows with defined and measurable SLA’s / OLA’s

Continuous Improvement
• Increased visibility into operational performance allows improvement opportunities to be identified
• Continual service improvement capability provides the mechanism for improvements to be managed and delivered

What does Success Look Like?  

  • Work with the service/ product owners to define services, SLAs, OLA’s, processes
  • Participate in different workflow orchestrations and automations for services
  • Apply SMO best practices and recommend solutions to improve quality, efficiency and consistency
  • Generate scalable reports for the volume, effort, performance and other KPI’s for the SMO team
  • Enhance the Tech Hub portal (Catalog of CPI Products and Services) with new features
  • Collaborate with the team on (as required):
    • Organizational Change Management Plan
    • Communication Plan & Relevant Communications
    • Impact Analysis
    • Status and Tracking Documentation

  • Successful definition and launch of orchestrated workflows for services defined within scope of this project
  • Application of SMO best practices and recommending solutions to improve quality, efficiency and consistency
  • Supporting PMO to optimize processes, workflows, service quality and delivery
  • Hard skills: Proficiency with MS Office suite, familiarity with ServiceNow, Confluence and other collaborating tools
  • Business Process definition and mapping – Naavia BPM tool experience a plus
  • Soft skills: Presentations, story-boarding, communication skills
  • Experience working with multiple teams
  • Success depends on building rapport and credibility with multiple stakeholders across the organization  
  • Flexibility in fast-changing and undefined situations
  • Basic understanding of Service Management and ITIL framework preferred
  • MIS/ MBA background and IT Infrastructure operations knowledge

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

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.



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