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IT Catalog Manager in Omaha at PayPal

Date Posted: 4/29/2019

Job Snapshot

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 277 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.

This role is expected to contribute to and be responsible for Configuration and Catalog Management by executing assigned projects, in parallel with managing operational activities. The candidate will provide the end to end ownership and accountability for the Service Catalog by keeping the accuracy of the catalog data in the CMDB at a very high level by working with various cross functional geographically diverse teams. The candidate will also provide support to various configuration management activities to provide a high quality actionable CMDB to the enterprise.  The candidate will have broad knowledge and experience in Information Technology, experience in ITSM (IT Service Management), and should be comfortable in a fast-paced geographically diverse environment, and be flexible to adapt to change.

General Job Duties 

  • On boarding of Service catalog CI's (Configuration Items) like business and technical services, applications 

  • Manage the end-to-end lifecycle of the catalog CI's  

  • Auditing, Control and Governance of the catalog CI's and the relationships 

  • Develop Service Models for the various services and applications 

  • Align the function with business needs and strategic directions 

  • Engagement and Communication with Stakeholders 

  • Ensure that all information within the Service Catalog is accurate and up to date 

  • Continuously improving, supporting, and identifying opportunities to increase efficiency and expand services 

  • Provide Service Catalog change communication 

  • Publish Service Catalog content and views 

  • Receive and Analyze Service Catalog changes 

  • Research trends and best practices 

  • Review Service Catalog usage 

  • Assist in IT process implementation and support as necessary 

  • Provide guidance on service design and expertise in service details to clients, partners, and team members 

  • Provide training and knowledge transfer to other employees as necessary 

  • Data driven maturity improvement 

  • Support Software request catalog activities 

  • Performing other duties as required  

Specific Job Duties 

  • Refine process steps, tasks, outcomes, risk models, controls, and metrics related to the Service Catalog Portal 

  • Work closely with the wider Service Management function to effectively design and build reports, processes, and deliverables 

  • Experience working with the Service Desk with a strong emphasis on ensuring a Service Catalog is strongly and consistently integrated into regular Service Desk Operations 

  • Experience in collaborating with other IT Service Management (ITSM) related areas to facilitate end-to-end service workflow and system integration. 

  • Experience in collaborating with Service Owners and Service Providers to design and build both IT and Business Services for a Service Catalog, including but not limited to requirements documentation, design of the request forms, approvals, catalog attributes/relationships, email notifications, and integrations. 

  • Work closely  with the service management platform, reporting and analytics teams for the IT Catalog portal enhancements and issues 

  • Have an open, flexible approach to issue identification and resolution  

Knowledge And Skills 

  • Strong abilities in ITSM functions and experience of delivery of IT Services 

  • Strong knowledge of the ServiceNow and Remedy ITSM Platform 

  • Good Knowledge of Reporting tools like Microsoft Power BI 

  • Strong Project Management skills 

  • Capable of working with a variety of personalities and styles 

  • Team player, able to work on a geographically diverse team 

  • Effective communication; capable of creating clear, concise, and impactful messages describing technical concepts to both technical and non-technical people 

  • Demonstrated ability to successfully lead complex IT projects 

  • Work effectively as part of a support team; foster team cooperation, communication, and collaboration 

  • Ability to drive action and decisions 

  • Ability to logically collate and analyze data to identify trends and issues  

Education And Experience 

  • Bachelor’s Degree or equivalent work experience 

  • ITIL v3 certification 

  • 7+ years of general experience in one or more IT functions 

  • 5+ years of experience in ITSM (ServiceNow and/or Remedy) 

  • Excellent verbal and written communication skills, including presentation skills 

  • Thorough understanding of ITSM and industry best-practices 

  • Expertise in a metrics-driven environment where progress is demonstrated through improving metric  

  • Experience with Catalog Management, Configuration Management, Asset Management 

Other Qualifications 

  • Must be able to handle multiple, simultaneous tasks effectively and efficiently while maintaining a professional, courteous manner. 

  • Must be able to work well with others. Strong verbal and written communication skills required.  

  • Must be detail oriented and organized. High integrity, including maintenance of confidential information.  

  • Must be able to exercise good judgment and positively influence and lead others, including handling confrontations with poise and efficiency.  

  • Participate in off-office meetings to work with cross-geography teams. 


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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