Staff SW Engineer- ServiceNow/ITOM - job 3 of 3

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Seeking an experienced event management person who offers excellent analytical skills, a drive to learn and look for service improvement, with effective collaboration, communication, technical and reporting skills.

This person will join a team responsible for ad hoc user requests as well as delivering assigned projects and monthly story sprints.  They will also participate in an on-call rota so that weekends and resource gaps are covered.

This person should also be familiar with change processes and understand the need to ensure changes are documented, validated, tested and implemented correctly.

Essential Functions

• Responsible for day-to-day support, security, maintenance and availability of the event management tools, based upon business requirements while adhering to tight operations, security and procedural models

• Responsible for complex integrations, advanced maintenance, high availability, disaster recovery, use case development, customer support, training and documentation of our Tools environments.

• Function as the Event Management resource on key infrastructure projects and initiatives

• Ability to build complex technical designs both and High level and detailed

• Ability to build documentation for tooling infrastructure

• Work with other Engineering disciplines to develop Reference Architectures and technology standards based on Infrastructure Building Blocks that can be offered as services to our internal customers

• Participate in On-call support rotation

Key Responsibilities:

• Design, develop, and implement ServiceNow ITOM-Health solutions to monitor and manage IT infrastructure health.

• Configure and customize ServiceNow ITOM-Health modules, including Event Management and Operational Intelligence.

• Develop and maintain integrations with other IT systems and tools.

• Troubleshoot and resolve issues related to ServiceNow ITOM-Health implementations.

• Conduct routine maintenance tasks, including patch management, system upgrades, and performance tuning.

• Ensure compliance with security policies and best practices.

• Implement and manage CI correlation to ensure accurate mapping and relationships between configuration items.

• Provide training and support to end-users and stakeholders.

• Stay up-to-date with the latest ServiceNow features, best practices, and industry trends.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications:
•5+ years of relevant work experience with a Bachelor’s Degree or at least 2
years of work experience with an Advanced degree (e.g. Masters, MBA, JD,
MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work
experience.


Preferred Qualifications:
•6 or more years of work experience with a Bachelors Degree or 4 or more years
of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
or up to 3 years of relevant experience with a PhD

•Bachelor's degree in Computer Science, Information Technology, or a related
field.
•Minimum of 5 years of experience working with ServiceNow, with a focus on
ITOM-Health.
•Strong knowledge of ServiceNow ITOM-Health modules and capabilities.
•Experience with scripting languages such as JavaScript, PowerShell, or Python.
•Working knowledge on integration of Netcool (Omnibus/WebGui and Impact)
with integrations
•Familiarity with ITIL processes and best practices.
•Excellent problem-solving and analytical skills.
•Strong communication and interpersonal skills.
•ServiceNow certifications (e.g., Certified Implementation Specialist - ITOM) are
a plus.
Soft skills
•Excellent oral and written skills with the ability to interact with management,
technical subject matter experts, and business customers are essential in this
role.
•Comfortable with ambiguity as needs change on a regular basis.
•Collaborate with cross-functional teams to gather requirements and translate
them into technical solutions.
•Ability of planning, organizational, analytical and problem-solving skills
•Demonstrated ability to rapidly self-learn new technologies and paradigms
•Tooling and ITIL related certifications are preferred

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 124,700 to 180,650 per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.