• Senior Service Delivery Analyst

    American Express {"Country":"US","IsEmpty":false}

    Job #2181024884

  • Description

    You Lead the Way. We've Got Your Back. 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 a Senior Service Delivery Analyst within the IT Service Management organization, you will be responsible for identifying opportunities to improve availability and reduce technical risk. In addition to performing analytics across multiple sets of data, this position will be responsible for telling compelling stories around process adherence, technical risk, and availability.

    Key Responsibilities

    • Work with various teams within Global Infrastructure to collect data across Technology which will be used to derive data insights and drive actions

    • Identify and lead opportunities to increase leadership access to real time information for availability

    • Work with the ITSM availability team to investigate, verify and audit various aspects of the data around incidents, problems, and change as well as other disciplines.

    • Work to increase engagement and awareness of availability trends, themes, insights, and information for Technology leaders.

    • Work with teams across Technology to reduce or eliminate trends that negatively affect availability and reduce technical risk.

    • Ensure that due diligence and accountability is occurring across teams who are tasked with permanently resolving impacts to availability

    • Gather and report on official Business Unit Review (BUR) and Risk Appetite Framework (RAF) metrics

    • Ensure data accuracy across various metrics

    • Identify opportunities to increase data quality and automation and execute against those opportunities.

    As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers' digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. Amex offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology on #TeamAmex

    Qualifications

    Minimum Qualifications

    • 5 years of experience working with IT Service Management data, especially Incident, Problem, and Change

    • 5 Years of ITIL V3 or higher experience

    • Proven ability to drive discussions with leaders while influencing and driving changes to ensure impacts to technical risk, resilience, and availability are appropriately addressed.

    • Excellent communication skills including experience presenting executive-level messages

    • 5 years of experience as a data analyst working with larges sets of data

    • Proven experience performing data cleanup and preparation, data merging, data mining, and various techniques to identify data insights

    • Ability to influence teams to take actions to address findings with urgency

    • Strong knowledge of ITSM processes and controls and their links to availability

    • Experience using various forecasting methods to predict performance and trends

    • Proven ability to stand up and lead programs that have formal processes aimed at creating controls to maintain high availability

    • College degree in computer science, mathematics, and/or business management or equivalent experience

    • Ability to create, manage, and evolve executive-level presentations in PowerPoint, Adobe, and other mainstream medias

    • Knowledge of development and support standards and practices

    • Experience with Rally and ServiceNow

    We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

    If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e., 2 doses for Moderna/Pfizer and 1 dose for J&J) in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

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

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

    Job: Technology

    Primary Location: US-Arizona-Phoenix

    Other Locations: United States

    Schedule Full-time

    Req ID: 22014036