IT Service Delivery Analyst - Elevate Customer Experience

American Express; Idaho; Remote; USD 26,139 - 37,229; Full time

Job summary

American Express is seeking a Service Delivery Analyst to ensure IT services are delivered in alignment with regulatory and business needs. Based in Boise, this role emphasizes day‑to‑day execution of change, incident, problem, and configuration management, while delivering excellent customer service and data‑driven improvements.

You will collaborate with product, shipping, and integration teams to implement efficient capabilities, support audits, and drive automation initiatives.

Qualifications

• Two or more years of IT service management experience (change, incident, problem).
• Experience in a large, global, diverse organization is a plus.
• Strong knowledge of service management tools (ServiceNow, Rally, Jira) and ITIL basics.
• Basic understanding of SDLC concepts and tooling.

Responsibilities

• Enable a frictionless customer experience across ITSM processes.
• Help customers navigate ITSM toolsets and systems.
• Collaborate with product, shipping, and integration teams to deliver supported capabilities.
• Maintain best-practice knowledge and reference repositories for continuous improvement.
• Partner with delivery managers and teams to troubleshoot and drive enhancements to apps and processes.
• Drive innovation and automation initiatives in service delivery.
• Identify risks and integration needs and communicate status to stakeholders.
• Provide data analysis and documentation to guide audits and decisions.

Skills

ITSM

Data analysis

Stakeholder communication

Customer service

Tools

ServiceNow

Jira

Rally

Job description

American Express is seeking a Service Delivery Analyst to ensure IT services are delivered in alignment with regulatory and business needs. Based in Boise, this role emphasizes day‑to‑day execution of change, incident, problem, and configuration management, while delivering excellent customer service and data‑driven improvements.

You will collaborate with product, shipping, and integration teams to implement efficient capabilities, support audits, and drive automation initiatives.