You Lead the Way. We’ve Got Your Back

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities, and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join #TeamAmex and let’s lead the way together.

American Express is seeking an experienced professional to join the ITSM Servicing team as a Service Delivery Analyst II (JC 029941). The team responsibilities include supporting the ITSM processes of Change, Incident, Problem, Knowledge, Configuration and Asset management.

Responsibilities (may include but are not limited to):

• This position will be responsible for ensuring the communication of issues and solutions to all levels of management, business partners and technical support.
• The successful candidate will have the ability to adapt to ever-changing processing requirements and tools.
• The candidate will act in a support role which may include highlighting issues, researching cause/effect, and solutioning opportunities for improvement or control.
• In-depth support for our established processing requirements. Proficiency in using multiple systems, tools and platforms to support all regions including U.S., Canada, Latin America, EMEA and JAPA.
• Monitor, document and track daily processing in accordance with established SLAs.
• Identify, escalate and actively work with colleagues throughout the company to support the resolution of issues including but not limited to authorization connectivity and file transfer.
• Accountable to customers (internal and external) to resolve their technical issues
• Accountable to team for completing assigned tasks and deliverables as agreed upon
• Accountable to team for delivery of quality work

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. American Express 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 of #TeamAmex.

Qualifications:

• Preferred degree in Computer or related field
• Preferred 5-10 years of applicable experience.
• The successful candidate must have strong organizational skills, the ability to prioritize urgent tasks, demonstrated attention to detail, and the ability to thrive in a dynamic environment under minimal supervision within the framework of a team.
• Ability to demonstrate professional and courteous oral and written communication skills is required.
• Excellent soft skills including Listening, Self-Control, Positivity, Assertiveness, Conflict Resolution, Empathy, Depersonalization & Taking Responsibility
• Experience with business processes or operations around authorizations & file transfers
• The candidate needs strong people relationship skills and the ability to influence without authority.
• The candidate must have demonstrated analytical skills, troubleshooting, and the ability to quickly grasp process/data/accounting/transaction flows and understand downstream effects.
• The candidate will be a resource for incident solutioning and will be effective in providing root cause analysis to support the reduction of repetitive incident creation.

Salary Range: $70,000.00 to $135,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

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.

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.

US Job Seekers/Employees - Click here to view the “EEO is the Law” poster and supplement and the Pay Transparency Policy Statement.

US Job Seekers/Employees - Click here to view the “EEO is the Law” poster and supplement and the Pay Transparency Policy Statement.

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