SD Analyst II

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible - and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.”

As part of our diverse ITSM Service Delivery and Operations team, you will be responsible for assisting customers in navigating IT Service Management solutions and processes.  Service Delivery Analysts can have a broad influence as they partner with various stakeholders to find simpler and more effective ways to work.  The Service Delivery Analyst is responsible for removing roadblocks, solving problems, and driving the ITSM strategy forward.

Find your place in Tech on #TeamAmex!

Key Responsibilities:

Responsibilities may include but are not limited to the following:

• Enable a frictionless customer experience
• Assist the customer in navigating the toolsets and process
• Interact with the product management and delivery & integration teams to ensure seamless, supportable capabilities are developed for our customers while adhering to high quality standards
• Contribute to continuous service improvements by maintaining assigned best practices and knowledge repositories
• Partner with Service Delivery Manager(s), Product Owner(s), Business Architects, Technology Development, third-party vendors and Data Quality to resolve issues and/or recommend and implement enhancements to processes and technology
• Contribute to innovation and automation
• Identify risks, challenges, opportunities, and business integration needs
• Provide data analysis and/or documentation to support process and/or audit activities
• Communicate the status of issues, preventative solutions and resolutions to the Service Delivery Manager(s), Product Managers, Director, and customers, as required.
• Perform testing of toolsets, and demonstrate processes and toolsets to customers

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible - and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.”

Minimum Qualifications:

The successful candidate for this position must be a proven self-starter with the ability to manage multiple priorities for various stakeholders.  In addition, the candidate must possess the following qualifications:

• 1 years of IT Service Management experience including specific experience with ServiceNow
• 1 years working in a large, globally diverse organization is a plus

• Embraces a customer focused mindset
• Previous call center, help/service desk experience with a shown ability to communicate in a professional and courteous manner
• Experience performing technical analysis using input from multiple data sources
• Able to challenge the status quo and drive creative ideas and solutions
• Carries out systematic and rational analyses to identify the root cause of problems
• Recognizes the importance of teamwork to achieve objectives
• Adapts to change quickly and easily
• Excellent customer soft skills including Listening, Self-Control, Positivity, Assertiveness, Conflict Resolution, Compassion, Depersonalization & Taking Responsibility
• Knows when to escalate decisions and when to make on the spot decisions
• Detail oriented with the ability to comprehend, collect, and communicate complex technical details, policies and procedures and adjust the message accordingly based on the audience

• Knowledge of one or more ITSM processes (Change, Asset, Config, Incident/Problem, Knowledge) in a large IT organization.
• Excellent collaboration skills with a proven ability to work independently and as part of a team
• Ability to manage multiple demands and prioritize to meet timelines
• Solid understanding of ITIL (ITIL certification is a plus)
• Solid understanding of technical infrastructures, applications, and environments
• Bachelor’s degree in a technical field 

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

United States Only:

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.  

US Job Seekers/Employees - Click here to view the “EEO is the Law” poster and supplement and the Pay Transparency Policy Statement.
If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.