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Service Delivery Analyst

American Express

This is a Full-time position in Phoenix, AZ posted October 24, 2021.

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.”

As part of our diverse ITSM Data Insights tech team, you will be a analyzing data used across technologies related to support and development to identify trends, patterns, and opportunities that improve availability, performance, and processes as well as reducing tech-related risks.

You will gain experience across several aspects of technology delivery and support by having a deep understanding of the controls including but not limited to change, incident, and problem management.

You will be part of a team that strives to unify various data sets to create actionable data and compelling stories using information gathered from various sources.

Find your place in Tech on #TeamAmex!

Key Responsibilities:

  • Performs quality checks and reviews of tech-related records for completeness and accuracy
  • Identifies new research opportunities and develops hypothesis which are validated by that research
  • Identifies opportunities that will improve availability, reduce techincal risk, and improve performance
  • Creates data-driven action items and works with identified teams to work to closure
  • Uses various ML approaches to improve visibility into potential patterns and trends
  • Works in collaboration with various teams and data owners to expand visibility into various tech controls and processes
  • Collaborates with various team members to coordinate and connect findings to tell a more holistic story

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

  • 6+ months experience in ML, Python, SQL and/or R 

  • Excellent communication skills with the ability to translate findings into a compelling story
  • Excellent collaboration skills with a proven ability to work independently and as part of a team
  • Ability to manage multiple demands an prioritize to meet timelines
  • Solid understanding of ITIL process (ITIL certification is a plus)
  • Solid understanding of technical infrastructures, applications, and environments
  • Experience with Rally or Jira a plus
  • Bachelor’s degree in a technical field with a focus in ML or Data Analytics.