ITOM Event Administrator (ServiceNow)

Job Description

Are you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world.

About the team

The incident, problem, and event management team at Worldpay plays a crucial role in ensuring the uninterrupted operation of one of the world's leading Financial IT organizations. Our dedicated team will work around the clock to monitor and swiftly respond to any events, incidents, or problems that may arise within Worldpay's complex network of systems and services. With our expertise in identifying root causes and implementing effective solutions, we can effectively minimize downtime and maintain the high level of service expected by Worldpay's clients. Through proactive event management strategies, we are able to anticipate, plan for, and mitigate potential disruptions before they escalate into major issues. The unwavering commitment to excellence and our ability to effectively manage incidents, problems, and events will make us an essential component of Worldpay's success in the competitive financial IT industry.

What you will be doing

As an event manager, your primary responsibility will be to coordinate and oversee all aspects of the event response, resolution, and configuration within the organization. You will be responsible for coordinating event monitoring configurations between infrastructure, application, and product teams. Ensuring events are handled efficiently and effectively across the organization.

Key Responsibilities:

• Work with a team of event management analysts to effectively manage and resolve IT problems
• Refine and implement event management processes and procedures to configure, set up, and implement monitoring solutions
• Collaborate with cross-functional teams to prioritize and address high-impact events
• Conduct in-depth analysis of event trends and patterns to identify and resolve systemic issues
• Implement proactive measures to prevent future incidents and improve the overall stability of IT systems
• Maintain and update the event management database with accurate and up-to-date information
• Provide regular reports and updates to senior management on the status of ongoing event management activities
• Mentor and coach team members to enhance their event management skills and knowledge of best practices
• Stay current on industry trends and best practices in event management to continuously improve processes and procedures

The ideal candidate will have a strong background in event management, with experience within a team in a fast-paced and complex environment. Excellent communication and teamwork skills are essential, as well as the ability to remain calm and focused under pressure. A deep understanding of IT systems and security is also required.

What you bring:

• Strong problem-solving skills and the ability to analyze complex issues.
• Intermediate to advanced experience in the ServiceNow Event Management Module, in addition to general ITOM expertise
• Broad exposure to ITIL best practices and know how to apply them to real world situations
• Knowledge and understanding of common monitoring solutions and tools within the technology landscape
• Excellent communication skills: This role involves working with various stakeholders, including technical teams, business owners, and customers. Strong communication skills are essential to effectively convey information, escalate issues, and collaborate with others.
• Ability to work within and across structured teams of analysts and engineers, providing support, guidance, and motivate team members to achieve goals.
• Technical knowledge: A solid understanding of IT systems, applications, and infrastructure is essential for identifying event management effectively.
• Attention to detail: This role requires a meticulous approach to event analysis and configuration, with a focus on accuracy and thoroughness.
• Ability to work under pressure. Must be able to handle high-pressure situations, remain calm and focused, and make sound decisions in a timely manner.
• Customer focus: Commitment to delivering value to customers and ensuring their needs are met.
• Proactive mindset: This role involves continuously monitoring and improving processes to prevent recurring events and enhance overall system performance.
• Collaboration skills: Working cross-functionally with various teams, vendors, and partners is crucial for effectively managing and resolving complex issues.
• Adaptability: The IT landscape is constantly evolving, and the Event Manager should be able to adapt to changes, stay informed about industry trends, and continuously improve their skills and knowledge.

Added bonus if you have:

• Incident & Problem Management experience
• ServiceNow Administration experience
• Continual Improvement experience
• Inspirational capabilities
• Creative solutions
• Empathetic insights
• Decisive decision making

What we offer you

• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• The chance to work on some of the most challenging, relevant issues in the payment industry
• Time to support charities and give back in your community

What makes a Worldpayer?

At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.

• Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we're always looking to create a bigger impact for our colleagues and customers.
• Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.
• Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.

Does this sound like you? Then you sound like a Worldpayer.

Apply now to write the next chapter in your career. We can't wait to hear from you.

To find out more about working with us, find us on LinkedIn.

#LI-CG1

Privacy Statement

Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.

EEOC Statement

Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here.

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.