Service Delivery Analyst - job 12 of 15

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Joining Amex Tech means discovering and shaping your contribution to something big. Here, you can work alongside talented tech teams and build a unique career with the Powerful Backing of American Express. With a range of opportunities to work with the latest technologies, and a commitment to back the broader engineering community through open source, our mission is to power your success. Because Amex Tech is powered by our technology, our culture, and our colleagues.

How will you make an impact in this role?

As a member of the Data Center Infrastructure (DCI) organization, reporting to a Senior Service Delivery Manager or Director. you will work closely with DCI teams, Customers and Partners to ensure quality standards and implement well architected service delivery solutions.

. Key Responsibilities

·       Function as a central point of contact for particular platforms/service capabilities in Data Center Infrastructure.

·       Perform in a leading and often consulting capacity when meeting with Customers during requirements gathering, planning, implementation, delivery/release, and training situations.

·       Identify problem statements, propose solutions, and scope work associated with implementation plans.

·       Articulate vital steps to complete components of larger project work.

·       Guide review process for product enhancements as relevant.

·       Collaborate to ensure standard methodologies relating to business processes and undergirding technologies / tool sets are communicated, understood, and implemented within teams.

·       Provide core support to service delivery and meet agreed upon quality standards for associated documentation and reporting.

·       Craft and enhance documentation of standardized procedures, workflow, architecture, design, deployments, and other components of a project.

·       Analyze, scrub, and support data migration from current sources to future systems/platforms.

·       Support software testing when engineering teams deliver new features and fixes.

·       Interact with teams via assigned retrospectives/post-Implementation reviews and other engagements

·       Provide exemplary troubleshooting, guidance and general direction to Customers as related to requirements.

·       Be accountable for the implementation of well architected service delivery solutions.

·       Analyze and manage reporting, using software to generate metrics, data discovery applications, dashboards, and scorecards, validating and/or modeling data so reporting is reflective of actuals.

·       Define and provide leadership for delivery of some business intelligence analytics and solutions based on business requirements.

·       Work with partners to ensure Service Level Agreements are maintained.

·       Be accountable throughout the investigation, root cause analysis and resolution of problems.

·       Support end-to-end business process and guide during problem resolution or preventative maintenance.

·       Enable continuous service improvement by maintaining assigned standard methodologies and knowledge repositories

·       Communicate the status of incidents, preventative solutions, and resolutions.

·       Undertake quality assessments by performing/supporting quality rating activities on key changes and ensures resolution of defects.

Minimum Qualifications

·       Minimum of 5+ years of demonstrated experience in a Tier III/IV data center service delivery environment  supporting and partnering with teams who work with IT service delivery as well as electrical / plant operations.

o   Core knowledge of critical space, facilities operations, and IT Service delivery in mission critical data center physical environments.

o   Experience with infrastructure planning / implementation, critical asset life cycle management, IT Service Management, event response, audit/compliance, and other core business processes critical to a data center environment.

·       Demonstrated talent supporting implementations and/or use of infrastructure systems and platforms such as DCIM, Mission Critical IT platforms and integrations with building management systems.

·       Advanced Microsoft Office Suite skills.

·       Bachelor’s Degree in relevant field or equivalent experience.

Preferred Qualifications

·       Solid grasp of the core functions that span a Data Center Infrastructure Service Delivery organization

·       Relevant certifications and/or experience with Agile/SAFe/Lean methodologies, ITIL, SDLC or DCIM

·       Ability to successfully communicate with proficiency across streams and channels of business units and infrastructure teams at all levels.

·       Sets and maintains high standards for self and others modeling outcomes driven behaviors.

·       Demonstrable ability to influence toward core outcomes without direct responsibility/authority

·       Knows 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

·       Does not shy away from challenging goals and persists until commitments are met.

·       Acts on own initiative without being prompted.

·       Experience working with culturally diverse and/or geographically distributed teams

Salary Range: $85,000.00 to $150,000.00 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 you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.