We are seeking an experienced IT Service Management professional to support the governance, oversight, and continuous improvement of our Incident, Problem, and Change Management processes. This role is responsible for ensuring these critical ITSM disciplines operate within established policies, controls, and regulatory requirements while driving consistency, accountability, and operational excellence across technology teams.
The successful candidate will partner with technology, risk, audit, and business stakeholders to establish process standards, monitor compliance, assess process effectiveness, and identify opportunities for continuous improvement. This individual will serve as an operational specialist for Incident, Problem, and Change Management governance, ensuring controls are appropriately designed, documented, tested, and sustained.
ResponsibilitiesIncident Management Governance
- Own and maintain the Incident Management framework, policies, standards, and procedures.
- Monitor adherence to incident management processes and service level commitments.
- Review major incidents to ensure appropriate response, escalation, communication, and resolution activities were performed.
- Analyze incident trends and metrics to identify process improvement opportunities.
- Ensure incident management controls are documented, tested, and operating effectively.
Problem Management Governance
- Establish and oversee Problem Management standards and governance practices.
- Monitor root cause analysis quality and effectiveness across technology teams.
- Ensure recurring issues are identified, tracked, and remediated through sustainable corrective actions.
- Measure and report on problem management effectiveness and reduction of repeat incidents.
Change Management Governance
- Support the Change Management framework and associated control environment.
- Review change process adherence, risk assessments, approvals, and implementation outcomes.
- Ensure changes are properly documented, evaluated, tested, and approved according to policy.
- Monitor change success rates and identify opportunities to improve change quality and reduce operational risk.
3+ years of experience in IT Service Management, IT Operations Governance, Risk Management, or related disciplines.
Working knowledge of ITIL Incident, Problem, and Change Management processes and governance practices.
Strong analytical, reporting, and data interpretation skills.
Excellent communication and stakeholder management capabilities.
Ability to influence cross-functional teams and drive process adoption.
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
About the TeamWe back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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.
Skills Required
- 3+ years of experience in IT Service Management, IT Operations Governance, Risk Management, or related disciplines
- Working knowledge of ITIL Incident, Problem, and Change Management processes and governance practices
- Strong analytical, reporting, and data interpretation skills
- Excellent communication and stakeholder management capabilities
- Ability to influence cross-functional teams and drive process adoption
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
