Service Delivery Analyst
American Express
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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 Team Amex and let's lead the way together.
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 on #TeamAmex.
How will you make an impact in this role?
Organizational Context: Member of Data Center Infrastructure (DCI) organization, reporting to a Senior Service Delivery Manager or Director. Works closely with DCI teams, Customers and Partners to ensure quality standards.
Responsibilities:
- Provides a central point of contact for particular platforms/service capabilities in Data Center Infrastructure.
- Performs in a supporting and often consulting capacity when meeting with Customers during requirements gathering, planning, implementation, delivery/release, and training situations.
- Identifies problem statements, proposes solutions, scopes work associated with implement plans.
- Articulates vital steps to complete components of larger project work.
- Provides core support to service delivery and meets agreed upon quality standards for associated documentation and reporting.
- Crafts and enhances documentation of standardized procedures, workflow, architecture, design, deployments, and other components of a project.
- Analyzes, scrubs, and supports data migration from current sources to future systems/platforms.
- Assists with software testing when engineering teams deliver new features and fixes.
- Participates in the review process for product enhancements as relevant.
- Interacts with the teams via assigned retrospectives/post-Implementation reviews and other engagements
- Provides exemplary troubleshooting, guidance and general direction to Customers as related to requirements.
- Supports the design and development of well architected solutions.
- Analyzes and manages reporting, using software to generate metrics, data discovery applications, dashboards, and scorecards, validating and/or modeling data so reporting is reflective of actuals.
- Delivers business intelligence analytics and solutions based on business requirements.
- Works in conjunction with partners to ensure Service Level Agreements are maintained.
- Assists in the investigation, root cause analysis and resolution of problems.
- Supports end-to-end business process and guides during problem resolution or preventative maintenance.
- Adds to continuous service improvement by maintaining assigned standard methodologies and knowledge repositories
- Communicates the status of incidents, preventative solutions, and resolutions.
- Undertakes quality assessments by performing/supporting quality rating activities on key changes and ensures resolution of defects.
- Minimum Qualifications:
- 3+ years of demonstrated experience in a Tier III/IV data center service delivery environment supporting and partnering with teams who work with IT service delivery.
- Experience with critical space, facilities operations, and IT Service delivery in mission critical data center physical environments.
- Experience with infrastructure planning / implementation, critical asset life cycle management, IT Service Management, event response, audit/compliance, and other core business processes critical to a data center environment.
- Experience supporting implementations of data center systems and platforms such as DCIM, Mission Critical IT platforms and integrations with building management systems.
- Microsoft Office Suite skills.
- Bachelor’s Degree in relevant field or equivalent experience.
Preferred Qualifications:
- Experience with the core functions that span a Data Center Infrastructure Service Delivery organization
- Relevant certifications and/or experience with Agile/SAFe/Lean methodologies, ITIL, SDLC or DCIM
- Ability to successfully communicate with proficiency across streams and channels of business units and infrastructure teams at all levels.
- Demonstrable ability to influence toward core outcomes without direct responsibility/authority
- Experience advancing decisions to Leadership and also making on-the-spot decisions.
- Excellent time management skill and ability to progress work in parallel
- Experience setting challenging goals and persists until commitments are met.
- Acts on own initiative without being prompted.
- Experience working with culturally diverse and/or geographically distributed teams
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.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
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.
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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.