American Express - ITSM Service Delivery Analyst - Incident Management/ServiceNow (2-5 yrs)

Hello Mohamed Bilal,

Here's an interesting job that we think might be relevant for you - .

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Job Description :
- The ITSM Service Delivery Analyst plays a critical role within the IT Service Management team, and the IT organization as a whole, by assisting in ensuring American Express IT Services are delivered in compliance with regulatory and company standards.
- This position will provide analytical and customer support across the IT Service Management landscape with a focus on day to day execution of Change Management. The analyst is responsible for assisting the customer in navigating IT Service Management solutions and processes.
- Service Delivery Analysts can have a broad influence as they partner with various stakeholders to find simpler and more effective ways to work. The Service Delivery Analyst is responsible for contributing to availability of customer capabilities by managing the introduction of risk into the environment, removing roadblocks, solving problems, and driving the ITSM strategy forward.
Responsibilities may include but are not limited to the following :

- Assess IT change requests for quality, potential impacts, risk, completeness of implementation and backout plans, conflicts/contention. Verifies effects of change related to incidents and operational impacts to manage record accuracy and quality measures
Provide subject matter expertise for ITIL processes such as Incident, Problem with strong attention to Change Management :
- Ensure adherence to Change Management policies and procedures
- Review and assess IT change requests for quality, lead time, approval levels, documentation standards including completeness of implementation and recovery plans
- Review IT change requests for risk assessment with awareness of broader change and release schedules and programs
- May facilitate IT Change Advisory Board (CAB) meetings and prepare meeting materials, publish minutes and track action items
- Raise and track Technical Change Management related issues and conflicts, remove barriers, resolve issues and escalate appropriately where required
- Follow industry best practices for making sure configuration items are updated appropriately when changes are implemented
- Identify, verify and record effects of change related incidents and problems to manage record accuracy and quality measures / improvements
- Communicate the status of issues, preventative solutions and resolutions to the Service Delivery Manager(s), Product Managers, Director, and customers, as required.
- Enable a frictionless customer experience where possible while balancing business and technical risk
- Assist the customer in navigating the toolsets and process
- Interact with the product management and delivery & integration teams to ensure seamless, supportable capabilities are developed for our customers while adhering to high quality standards
- Contribute to continuous service improvements by maintaining assigned best practices and knowledge repositories
- Provide data analysis and/or documentation to support process and/or audit activities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Qualifications :
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 :
- 2+ years of IT Service Management experience including specific experience with Technical Change, Incident, Problem Management
- 1+ years working in a large, globally diverse organization is a plus
- Strong skills in the use of service management tools, such as ServiceNow
- Embraces a customer focused mindset
- Previous IT Operations, help/service desk experience with a shown ability to communicate in a professional and courteous manner
- Basic understanding of software development, testing and deployment (SDLC) principles
- Detail oriented with the ability to comprehend, collect and communicate complex technical details, policies and procedures and adjust the message accordingly based on the audience
- Experience performing technical analysis using input from multiple data sources
- 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
- Excellent customer soft skills including: Listening, Self-Control, Positivity, Assertiveness, Conflict Resolution, Compassion, Depersonalization & Taking Responsibility
- Knows when to escalate decisions and when to make on the spot decisions
- Strong knowledge of ITIL Framework
#NOLI

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