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Job Information

American Express Senior Service Delivery Analyst in Florida

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.”

Please note, Salary increases in case of a lateral move are provided only on an exception basis and in line with compensation guidelines.

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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Focus

As a Senior Service Delivery Analyst within the IT Service Management organization, you will be responsible for managing the Technology Availability program. In addition to being the steward for the official availability metrics, this position will be responsible for telling compelling stories around availability and providing insights to the Technology Senior Leadership Team.

Key Responsibilities

  • Provide context for impacts to customer journey and platform availability metrics used as performance metrics for the Technology organization

  • Coordinate opportunities to share best practices across the Technology organization that have positively influenced availability.

  • Identify and coordinate spotlight topics for the Technology Leadership Team availability forums

  • Create and publish availability presentations for Technology Leaders

  • 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 availability targets, metrics, and measures.

  • 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

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

  • Collaborate with the Major Incident Management, Enterprise Command Center, High Tier, and other teams to create a collective and compelling story for major availability impacts

  • Create and publish articles targeted for the Technology leaders

  • Ensure data accuracy across various availability metrics

  • Develop and execute strategies and roadmaps for the Availability program

Qualifications

  • 2 years of experience leading a complex enterprise-level availability program

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

  • Excellent communication skills including experience presenting executive-level messages

  • Strong analytical skills with the ability to perform thorough investigations into operational impacts

  • Ability to influence teams to take actions to address availability concerns as a priority

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

  • Experience using various forecasting methods to predict availability 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

  • Experience with various monitoring and availability measurement tools such as Dynatrace, Gomez, Splunk, RUM, etc.

  • Knowledge and experience working with Customer Journeys.

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, 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.

Job: Technology

Primary Location: US-Arizona-Phoenix

Other Locations: US-New York, US-Florida

Schedule Full-time

Req ID: 21029963

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