Senior Manager, Enterprise Incident Management
PayPal
ServiceNowTableau
Job Level
JuniorMid-Level
Tech Stack
ITSMServiceNow
About the role
- Act as the primary ITOM-focused Business Analyst, engaging stakeholders across infrastructure, applications, and operations to define requirements for ServiceNow ITOM initiatives
- Lead requirement-gathering workshops for Discovery, Event Management, Service Mapping, CMDB, and CSDM use cases
- Translate business needs into functional specifications, process flows, and user stories tailored for ITOM implementations
- Drive discussions around CI classes, relationships, identification, reconciliation, and CMDB governance
- Partner with technical teams to validate discovery schedules, probes, sensors, patterns, and event rules/correlation strategies
- Ensure ITOM processes are aligned with the Common Service Data Model (CSDM)
- Collaborate with developers and architects to ensure delivered solutions meet agreed requirements and business outcomes
- Define test cases and support UAT to validate ITOM configurations and integrations
- Provide ongoing reporting and insights into CMDB health, discovery coverage, and event noise reduction
Requirements
- Minimum 2+ years of experience with ServiceNow ITOM modules as a Business Analyst or Developer
- Experience with Discovery – discovery schedules, probes, patterns, and credentials; fundamental knowledge of the Discovery process
- Experience with Event Management – event integrations, rules, correlation, and alert management
- Theoretical understanding of CMDB & CSDM – CI data model, relationships, governance, and health rules
- Strong understanding of ITIL processes, especially Configuration, Event, Incident, and Change Management
- Proven experience creating functional specifications, user stories, BRDs, and process documentation in Agile/Scrum environments
- Excellent stakeholder engagement skills with both technical and non-technical teams
- Proven experience implementing ServiceNow CMDB, Discovery, Software Asset Management, ITSM, Service Catalog, and Workflows
- A four-year undergraduate degree in Computer Science, Computer Engineering, Information Systems or demonstrated work experience
- Willingness and ability to continue education and complete ServiceNow competency Certifications and Module Accreditations
- Preferred: ServiceNow CSA certification and ITOM-related certifications (Discovery, Service Mapping, Event Management)
