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Service Delivery Analyst

2 months ago

Phoenix, Arizona, United States American Express Full time

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 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.

Millions of customers depend on our infrastructure, and the success of our entire company rests on our systems, networks, and people. Delivering on that promise takes a resilient, scalable, and efficient Infrastructure. Our data centers and essential technology environments are the foundation and a critical component in providing continual services to our customers while protecting their most confidential and personal information.

The best infrastructure isn't built in a day or even a year and it's certainly not built without a team.

How will you make an impact in this role?

Organizational Context: Member of Data Center Infrastructure (DCI) organization, reporting to a Senior Service Delivery Analyst or a Sr. Service Delivery Manager/Director or Director. Works closely with DCI teams, Customers and Partners to ensure quality standards.

Key Responsibilities

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.Provides core support to Service deliverables and meets agreed upon quality standards for documentation and reporting.Performs in a supporting and often consulting capacity when meeting with Customers during requirements gathering, delivery, release / implementation / training situations. Interacts with the teams via assigned retrospectives/post-Implementation reviews and all other engagements.Provides exemplary troubleshooting, guidance and general direction to Customers as related to requirements.Creates and provides documentation of standardized procedures, workflow, architecture, design, deployments and other components. Adds to continuous service improvement by maintaining assigned standard methodologies and knowledge repositories Communicates the status of incidents, preventative solutions and resolutions. Works in conjunction with Service Delivery Analysts and Manager to ensure Service Level Agreements are maintained.Delivers business intelligence analytics based on business requirements.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.Supports the design and development of well architected solutions.Provides a central point of contact for particular platforms/service capabilities.Undertakes quality assessments by performing/supporting quality rating activities on key changes and ensures resolution of defects. Minimum QualificationsMinimum 3+ years of demonstrated experience in a Tier III/IV data center service delivery environment supporting and partnering with teams who work with electrical / plant operations as well as IT service delivery. Shown talents in critical processes and infrastructure services including: Knowledge of critical space and facilities operations in mission critical data center physical environments. Experience with critical asset life cycle management, IT Service delivery and IT Service management, event response, secure disposal/destruction, audit/compliance, governance, and other core business process central to a data center physical environment.Experience with Service Now, IBM Maximo, and Patch Manager platforms and integrated systems, as well as overarching business processes and functions that support the delivery of critical processes and services within Data Center Infrastructure.Bachelor's Degree Preferred QualificationsSolid understanding of the core functions that span a Data Center Infrastructure Service Delivery organizationAbility to successfully communicate with proficiency across streams and channels of business units and infrastructure teams at all levels. Demonstrated ability to influence toward core outcomes without direct responsibility/authorityKnows when to advance decisions to Leadership and when to make on-the-spot decisions.Demonstrable time management skill and ability to progress work in parallel Sets and maintains high standards for self and others 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. 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 "Know Your Rights" poster and the Pay Transparency Policy Statement. If the links do not work, please copy and paste the following URLs in a new browser window: to access the three posters.

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