American Express Careers

IT Sevice Management Product Manager

Phoenix, Arizona
Digital Commerce Technology

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Job Description

Why American Express?
There’s a difference between having a job and making a difference.
American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.
We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.
Because we believe that the best way to back our customers is to back our people.
The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.


The IT Service Management (ITSM) team is transforming into an organization that provides data driven intelligence backed by frictionless service management. The ITSM Product Manager will play a critical role across the team to deliver on the vision and roadmap for the ITSM


Key Responsibilities

  • Introduce industry best practices and possess a holistic understanding of ITIL practices (Incident, Problem, Event, Asset, Configuration, Change, Release, Knowledge)
  • Execute and influence outcomes on Service Management strategy and related practices
  • Develop common methodologies for ITSM Governance.
  • Ensure efficient and effective integration between assigned ITSM practice areas
  • Contribute to setting the direction for the ongoing maturation of ServiceNow to ensure maximum effectiveness
  • Understand audit and compliance requirements and design/improve ITSM practices around American Express controls


  • 5-7 years of experience working with ITSM practices
  • Advanced knowledge of Agile development methodologies
  • Work experience with the ServiceNow platform is preferred
  • Proven ability to build and maintain relationships through various communication channels
  • Strong writing and interpersonal skills
  • Proactive mindset that anticipates roadblocks or opportunities and manages 
  • issue escalations
  • Able to articulate complex ideas, problems and designs to varied audience
  • Experience working with Jira/Rally


  • Bachelor's degree in relevant filed in Computer Science, Business Administration, etc)
  • Background or certification in Service Management frameworks (ITIL, COBIT), preferred  
  • Agile certification, desired
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. 

ReqID: 19013394
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 13, 2019, 3:49:04 PM
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