Job Description

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.

Incident 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.