Engineer - IT Service Management

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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.

You won’t just shape the world of software.

You’ll shape the world of life, work and play.


Our Software Engineers not only understand how technology works, but how that technology intersects with the people who count on it every day. Today, innovative ideas, insight and new perspectives are at the core of how we create a more powerful, personal and fulfilling experience for all our customers. So if you’re interested in a career creating breakthrough software and making an impact on an audience of millions, look no further.


You won’t just keep up, you’ll break new ground. 


The ITSM Engineer II position is responsible for contributing to the end to end DevOps capability for IT Service Management solutions.  The successful candidate will contribute to design, development, troubleshooting, debugging, modifying and deploying software solutions.  ITSM Engineers will be responsible for assisting and monitoring actions to investigate and resolve incidents and problems to ensure the highest levels of service and system availability are attained. 


Responsibilities may include but are not limited to the following:


  • Contributes to design, development, troubleshooting, debugging, evaluating, modifying, deploying, and documenting software and systems that meet the needs of end user applications.
  • Function as an active member of an agile team by contributing to software builds through consistent development practices (tools, common components, and documentation)

  • Partner with appropriate supporting teams to ensure operational readiness throughout the application lifecycle

  • Demonstrate increased self-reliance to achieve team goals 

  • Participate in code reviews and automated testing

  • Debug basic software components and identify code defects for remediation

  • Assists in problem solving of issues and undertakes the development and deployment of preventative maintenance procedures

  • Support and monitoring of software across test, integration, and production environments

  • Actively participates and leads break/fix, incident and problem activities across the team

  • Enforces production assurance practices

  • Contributes to the development of policies and procedures for DevOps function

  • Adds to continuous service improvement by maintaining standard methodologies and knowledge repositories  


Are you up for the challenge?


The successful candidate for this position must be a proven self-starter with the ability to manage multiple priorities for various stakeholders.  In addition, the candidate must possess the following qualifications:

  • 1 – 3 years of software development experience in a professional environment and / or comparable experience
  • Hands-on experience with Java or JavaScript.  Familiarity with XML, JSON, and REST API concepts.  Ability to write and build code and/or interpret and understand code

  • Hands-on experience with application design, software development, and automated testing

  • Strong technical aptitude with an intense desire to learn new skills and industry trends

  • Familiar with Agile or other rapid application development methods

  • Experience supporting a 24/7 enterprise environment with on-call responsibilities for production support

  • Embraces a customer focused mindset

  • Able to challenge the status quo and drive creative ideas and solutions

  • Carries out systematic and rational analyses to identify the root cause of problems

  • Recognizes the importance of teamwork to achieve objectives

  • Adapts to change quickly and easily

  • Handles problems and acts on own without being prompted

  • Knows when to escalate decisions and when to make on the spot decisions

  • Is clear when explaining ideas and concepts to others, communication is structured and easy to understand

  • Demonstrated analytical thinking and adaptive communication

  • Demonstrated problem solving

  • Bachelor’s Degree in computer science, computer engineering or related field required

  • 2+ years of IT Service Management experience including specific experience supporting and/or configuring ServiceNow preferred


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: 19016746
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 11, 2019, 11:51:30 AM