Service Delivery Analyst I - Global Operations Support

You Lead the Way. We’ve Got Your Back. With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let’s lead the way together.

How will you make an impact in this role? The primary purpose of this role is to provide Global Production Support for global travel applications used by Travel and Lifestyle Services at American Express. The successful candidate will be tasked with ensuring platform health leading to a positive impact on card member experience and satisfaction for Online and Offline transactions globally. The role will focus on all platform production issues and ensure they are tracked and addressed by both internal and external partners. In addition, this role is responsible for proactively identifying areas of our applications and websites that are performing sub-optimally and are a source of card member dis-satisfaction with the goal of informing the ongoing product roadmap to address these opportunities. The role will be a vital link between production support teams, online and offline travel technology partners, inventory and content suppliers and Consumer Travel Technologies. As such, the role will also be required to provide complex analytical support while managing resources from internal and external cross functional teams.

Key Responsibilities:

• Provide production support for US Online and Offline Applications and Platforms
• Track and report issues affecting platform and application performance through designated monitoring tools
• Drive resolution of critical issues across cross functional teams utilizing Amex Enterprise processes such as Service Now and Confluence
• Communicate and when needed, escalate production issues and corresponding details focusing on impact, severity and related data enabling leadership team to make appropriate business decisions
• Collaborate with release manager for each technology partner in ensuring defect fixes are appropriately prioritized
• Partner with SRE App Support and SOC teams on tracking and communicating ongoing site maintenance activities and monitoring performance against established SLAs
• Maintain Platform Health Dashboard and interpret KPI data with recommendations made to leadership team
• As a platform SME, consult and provide support to project leads in developing new features/functionality
• Support TLS team in ensuring compliance requirements are monitored and met
• Support the Online and Offline Travel Platforms with the analysis and documentation of new business requirements: Requirements analysis
• Produce documentation defining business needs
• Support the User Acceptance testing
• Monitoring and Analysis of Site Key Performance Indicators to inform product backlog

Minimum Qualifications:

• High technical aptitude with ability to learn complex architecture and infrastructure designs.
• Familiarity with concept of web services/ APIs, application architecture, database and XML schemas
• Ability to communicate complex, technical issues and topics, both written and verbal, to multiple audiences
• Ability to manage and prioritize multiple activities, workloads, and objectives.
• Ability to create effective action plans to resolve critical issues by leveraging sound project management practices and skills
• Proactive, self-starter with ability to work with minimal supervision
• Must be able to develop and maintain collaborative relationship with various business units and technology partners, many of which are geographically dispersed.
• Effective interpersonal, communication and presentation skills
• Ability to act with the appropriate level of urgency based on the situation

Preferred Qualifications:

• Excellent working knowledge of travel reservations systems, travel related technologies and data repositories
• Working knowledge of Sabre GDS technology as a travel reservation system
• Experience with the American Express Travel online platforms

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.