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Job Information

American Express Engineer - IT Service Management - ServiceNow in Phoenix, Arizona


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.

The ITSM Engineer II position is responsible for contributing to the end to end DevOps capability for IT Service Management solutions. The successful candidate will contribute to design, development, troubleshooting, debugging, modifying and deploying software solutions. ITSM Engineers will be responsible for assisting and monitoring actions to investigate and resolve incidents and problems to ensure the highest levels of service and system availability are attained.

Responsibilities may include but are not limited to the following:

  • Contributes to design, development, troubleshooting, debugging, evaluating, modifying, deploying, and documenting software and systems that meet the needs of end user applications.

  • Function as an active member of an agile team by contributing to software builds through consistent development practices (tools, common components, and documentation)

  • Partner with appropriate supporting teams to ensure operational readiness throughout the application lifecycle

  • Demonstrate increased self-reliance to achieve team goals

  • Participate in code reviews and automated testing

  • Debug basic software components and identify code defects for remediation

  • Assists in problem solving of issues and undertakes the development and deployment of preventative maintenance procedures.

  • Support and monitoring of software across test, integration, and production environments

  • Actively participates and leads break/fix, incident and problem activities across the team

  • Enforces production assurance practices

  • Contributes to the development of policies and procedures for DevOps function

  • Adds to continuous service improvement by maintaining standard methodologies and knowledge repositories

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.

In order to work in or visit any of our offices in the United States, we require colleagues to be fully vaccinated against COVID-19.


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 – 3 years of software development experience in a professional environment and / or comparable experience

  • Hands-on experience with Java or JavaScript. Familiarity with XML, JSON, and REST API concepts. Ability to write and build code and/or interpret and understand code

  • Hands-on experience with application design, software development, and automated testing

  • Strong technical aptitude with an intense desire to learn new skills and industry trends

  • Familiar with Agile or other rapid application development methods

  • Experience supporting a 24/7 enterprise environment with on-call responsibilities for production support

  • Embraces a customer focused mindset

  • 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

  • Handles problems and acts on own without being prompted

  • Knows when to escalate decisions and when to make on the spot decisions

  • Is clear when explaining ideas and concepts to others, communication is structured and easy to understand

  • Demonstrated analytical thinking and adaptive communication

  • Demonstrated problem solving

  • Bachelor’s Degree in computer science, computer engineering or related field required

  • 2 years of IT Service Management experience including specific experience supporting and/or configuring ServiceNow preferred

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

Schedule Full-time

Req ID: 22000157