Service Delivery Analyst Ii

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.
Focus

Participates in the investigation and resolution of incidents and problems in systems and services. Helps with problem identification, intensification and the implementation of agreed remedies and preventative measures. Works closely with development teams to ensure that quality standards are adhered to during development and implementation, and adds to Post-Implementation Reviews.

Organizational Context

Entry –level experienced hire. Member of a Service Delivery team reporting to a Senior Delivery Analyst or a Service Delivery Manager/Director or a Director of Technical Delivery.

Key Responsibilities

·Assists in the investigation (root cause analysis) and resolution of problems
·Support in the development and deployment of preventative maintenance procedures
·Provides core support to Service Delivery work and meets the agreed quality standards of documentation and reporting
·Undertakes Disaster Recovery Testing
·Interacts with the product engineering and delivery & integration teams via assigned Retrospectives/Post-Implementation Reviews
·Adds to continuous service improvement by maintaining assigned standard methodologies and knowledge repositories
·Communicates the status of incidents, preventative solutions and resolutions to the Service Delivery Senior Analyst and/or Service Delivery Manager/Director
·Assists as a liaison between the Business Unit CIO and Infrastructure teams
·Carries out hands-on troubleshooting of devices and software in smaller markets
·Constantly looks outward at the larger market, and toward the future, to ensure a competitive practice.

Scope of Impact/Influence

·Work in conjunction with Unit CIO organizations to resolve problems/incidents and ensure that standard methodologies relating to preventative maintenance are communicated and understood within the development teams

Education & Experience

·Prior Technology work experience in a production/service/ operations support environment or within a product engineering organization as an Engineer.
·Experience with design and coding across one or more platforms and languages (e.g. Java, HTML5, JavaScript, .NET, JCL, COBOL) as appropriate
·Knowledge of distributed (multi-tiered) systems, algorithms and relational databases
·Bachelor's Degree in computer science, computer engineering or related field required

High-PerformingBehaviors

·Finds opportunities to adopt creative solutions to solve production support problems
·Keeps up-to-date on current research and technology in the industry
·Understands technical aspects of the job
·Seeks ideas and suggestions from others as appropriate
·Demonstrates good analytical skills
·Recognizes the importance of team work to achieve objectives
·Is clear when explaining ideas and concepts to others
·Handles work you're leading effectively; acts on own initiative without being prompted

Knowledge/Skills

·Understand of Agile practices
·Able to understand and use data structures and associated components
·Takes part in reviews of own work and reviews of colleagues' work
·Has understanding of the core tools used in business and data analysis
·Able to understand role of the Service Desk , Incident and Problem management
·Understanding of Service Level Management
·Able to demonstrate analytical thinking and adaptive communication
·Able to demonstrate problem solving
·Understanding of the core components of application support
·Understands and has practical experience with infrastructure technologies (eg. IaaS, PaaS) and components like servers, jvms, databases and networking solutions
·Deep understanding of AXP application strategies and infrastructure strategies
·General Network and Mid-range knowledge
·Basic understanding of data analysis, using data to drive decisions and discussions.
·Requires excellent communication skills, as this role requires interaction with colleagues, vendors, and others, regularly.
·Technical or UX writing experience is a plus

Technology Core Competencies

·Adaptive Communication
·Agile Practices
·Industry and Company Knowledge
·Organizational Change Management
·Technical Acumen
·Technology Industry Trends

Game Changers

·Adaptability
·Collaboration & Teamwork
·Continuous Improvement
·Courage
·Curiosity
·Ingenuity
·Servant Leadership
·Tenacity

Role Core Competencies

Functional
·Analytics
·Application Support
·Business Analysis
·Governance and Reporting
·Incident Management
·IT Infrastructure
·Network Support
·Problem Management
·Service Level Management
Leadership
·Analytical Thinking
Business
·Problem Solving

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 
Support for financial-well-being and retirement 
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
Generous paid parental leave policies (depending on your location) 
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

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