American Express Careers

Service Delivery Analyst II

Phoenix, Arizona
Digital Commerce Technology

Apply Get Referred

Job Description


Assists and monitors actions to investigate and resolve incidents and problems in systems and services. Ensures the highest levels of service and system availability are attained. Assists as required, with problem identification, escalation 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 contributes to Post-Implementation Reviews.
Organizational Context: 

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.
  • Leads in the development and deployment of preventative maintenance procedures.
  • Leads core support to Service Delivery deliverables and meets the agreed quality standards of documentation and reporting.
  • Leads Disaster Recovery Testing.
  • Interacts with the product engineering and delivery & integration teams via assigned Retrospectives/Post-Implementation Reviews to ensure quality standards are adhered to during development and implementation.
  • Contributes to continuous service improvement by maintaining assigned best practices and knowledge repositories.
  • Communicates the status of incidents, preventative solutions and resolutions to the Service Delivery Senior Analyst and/or Service Delivery Manager/Director.
  • Acts as a liaison between the Business Unit CIO and Infrastructure teams
Scope of Impact/Influence:
  • Accountable to team for work in conjunction with Unit CIO organizations to resolve problems/incidents and ensure that best practices relating to preventative maintenance are communicated and understood within the development teams.
  • Accountable to team for delivery of quality work
Education & Experience:
  • Up to 4 years of 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-Performing Behaviors:
  • Identifies opportunities to adopt innovative solutions to solve production support problems.
  • Able to challenge the status quo and drive creative ideas and solutions.
  • Keeps up-to-date on current research and technology in the industry.
  • Understands technical aspects of the job and uses appropriate technology for the situation at hand.
  • Tries new approaches when problem solving, seeking idea or suggestions from others as appropriate.
  • Carries out systematic and rational analysis to identify the root cause of problems.
  • Recognizes the importance of team work to achieve objectives.
  • Is clear when explaining ideas and concepts to others, communication is structured and easy to understand.
  • Manages multiple tasks effectively- progresses work in parallel.
  • Adapts to change quickly and easily.
  • Handles problems and acts on own initiative without being prompted.
  • Knows when to escalate decisions and when to make on-the-spot decisions
  • Able to understand Agile practices.
  • Able to understand and leverage data structures and associated components.
  • Takes part in reviews of own work and reviews of colleagues’ work Service Delivery.
  • Understands core tools used in business and data analysis.
  • Understand SDLC Methodologies and Practices.
  • Demonstrated system/platform domain knowledge.
  • Understands ITIL practices.
  • Understands role of the Service Desk, Incident and Problem management.
  • Understanding of Service Level Management.
  • Understands and has practical experience with infrastructure technologies (eg. IAAS, EPAAS) and components like servers, jvms, databases and networking solutions.
  • Demonstrated analytical thinking and adaptive communication.
  • Demonstrated problem solving.
  • Understanding of the detailed components of application support.
  • Detailed understanding of AXP application strategies and Infrastructure strategies.
  • General Network and Mid-range knowledge
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 ImprovementCourage 
  • Curiosity 
  • Ingenuity 
  • Servant Leadership
  • Tenacity
Role Core Competencies: 

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


Are you prepared to solve the toughest problems? 
  • Bachelor's Degree in Computer Science, Information Systems, or related field
  • [4] years of experience with multiple business and technical environments, as well as business functions and capabilities
  • Financial knowledge in monitoring, controlling and reporting budget expenditures
  • IT work experience, including systems development
At the core of Service Delivery

Every member of our team must be able to demonstrate the following technical, functional, leadership and business core competencies, including:

  • Agile Practices
  • Programming Languages and Frameworks
  • SDLC Methodologies and Practices
  • Business Analysis
  • Financial Management
  • Analytical Thinking
  • Problem Solving
  • Resourcing
Why American Express 

Talk to our people and you’ll find out what we’re really all about. Open, creative, risk-taking, collaborative and innovative are just some of the expressions you’ll hear. It’s our culture that makes American Express an outstanding place to work, and a big part of why we regularly win best workplace awards all over the world. If you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here.

ReqID: 18002334
Schedule (Full-Time/Part-Time): Full-time
Apply Get Referred