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Payments Incident Analyst

At eBay, you will be part of a purpose-driven community dedicated to creating an ambitious and versatile work environment. In eBay Payments, you will be an integral member of a growing organization that inspires passion, courage, and inventiveness - building the future of global commerce and making an important, positive impact on millions of eBay sellers and shoppers around the world. If you are looking for a special place to take your Payments career to the next level, we want to talk with you.

Global Payment Operations organization is hiring a Payments Incident Analyst This position will be located in Austin, Texas and will work with eBay global business partners to design, facilitate and implement managed payment incidents, processes and drive excellence to improve efficiency and key business metrics. Build alignment with partners on actions and activities to support evolution of business process as needed.

This position will have incident response, process design, improvement and project management skills. This role will work proactively and collaboratively with partners/vendors and core business teams, to ensure getting the best out of the people and projects assigned. Producing and maintaining a weekly status reports prepared for senior leadership and liaise with analytics, operations, finance, technology and internal audit teams.

Job Responsibilities

Incident Management

  • Coordinate, manage and keep chronology of events during incident management conference calls - Update the incident reporting systems with resolution information

  • Use the incident reporting systems and dashboards to identify trends

  • Interact with business partners to help detection of potential trends; driving down repeat service impacting failures

  • Manage service, change and incident queues - Works independently, receives minimal supervision

  • Figures out and guides the selection of possible business operating strategies for continuation of business during a disruption while maintaining critical functions.

  • Provide direction to cross function teams in order to drive resolution and restore issue while ensuring long terms solutions are implemented

Process Design

  • Design incident management and payment operation process and drive operational improvement

  • Write Standard Operation Procedures to ensure operational readiness for new payment operations and reconciliation integrations and initiatives

  • Partner with internal teams to lead payment projects

  • Develop project plans tracking technology, feature, functionality and process change implementations.

  • Effectively align with partners across a global matrixed organization.

  • Develop and maintain a weekly process & project dashboard and ongoing issues.

  • Ensure that all process design tasks and projects are delivered on-time, within scope and within budget.

  • Proactively track and measure process & project performance using appropriate systems, tools and techniques.

  • Assist with other departmental tasks, such as supporting the creation of metrics, reporting, and root cause analysis

Basic Requirements:

3 - 5 years of incident management or recovery experience a plus

5-7 years of process design and project management experience in e-commerce or payments industry a plus

Demonstrated success as a process or project manager leading complex implementations in a matrixed organization

Detail oriented, outstanding planning and organizational skills.

Knowledge of the e-commerce landscape, understanding of payments industry.

Proficiency utilizing Microsoft Office, Visio and

Strong communication skills, leading meetings and project discussions

Collaborative teammate with strong influencing skills

Organizational knowledge and confirmed ability to work effectively in a cross-functional environment is highly preferred

Undergraduate degree, required

Master Degree, Business Administration preferred

Lean Six Sigma Certification preferred

PMP/PMI Certification preferred

Finance/Accounting experience preferred

Jira experience preferred

Confluence experience preferred

Knowledge of SQL preferred

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work.. To learn about eBay’s Diversity & Inclusion click here: #LI-KA1

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

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