Job Details

Description

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. As part of Team Amex, you'll experience this 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.

How will you make an impact in this role?

We are seeking an ambitious and detail-oriented ServiceNow System Administrator & Product Owner to join our IT Service Management (ITSM) team supporting the enterprise ServiceNow platform. This dual-role position is ideal for early-career professionals looking to expand their expertise across ServiceNow administration, IT asset discovery, and product ownership

Key Responsibilities:

• ServiceNow Platform Administration & Configuration

• Support the configuration, maintenance, and daily administration of the ServiceNow ITSM platform, ensuring reliable and secure operations.

• Assist in optimizing CMDB ingestion processes and sustaining CMDB health, focusing on data completeness, accuracy, and alignment with IT governance standards.

• Implement and manage Service Graph Connectors to automate public and private cloud discovery (e.g., AWS, Azure, GCP, VMware), ensuring real-time visibility into infrastructure assets.

• Use Agent Client Collector (ACC) and discovery tools to identify and reconcile on-premises and cloud-based IT assets into the CMDB.

• Support efforts to identify and remove shadow IT software through Service Graph Connector insights, ensuring all discovered assets are properly cataloged, compliant, and secured.

• Optimize and enforce mandatory data attributes to ensure IT asset completeness and accuracy, collaborating with governance teams to define data standards and validation rules.

Product Ownership & Process Improvement

• Partner with senior Product Owners to define and refine business requirements, user stories, and acceptance criteria for ITSM enhancements.

• Support platform roadmap execution, including testing, deployment, and validation of ServiceNow updates and new capabilities.

• Contribute to the creation and maintenance of operational best practices and audit-ready process documentation.

• Participate in backlog grooming, sprint planning, and stakeholder review sessions to ensure alignment between ITSM goals and business priorities.

Security, Compliance & Data Governance

• Assist in documenting security assessments, findings, and remediation actions, providing visibility into the organization’s IT asset risk posture.

• Ensure compliance with ITIL and NIST standards, as well as regulatory requirements applicable to the financial sector.

• Help maintain governance controls for data integrity, lifecycle management, and shadow IT remediation through ServiceNow workflows and automation.

Documentation & Reporting

• Create and maintain technical and operational documentation for CMDB and discovery processes, data models, and integration flows.

• Generate data quality and compliance reports to support audits, internal reviews, and continuous improvement initiatives.

• Contribute to user training materials, knowledge articles, and best-practice guides to promote adoption and data stewardship across teams.

Qualifications:

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent hands-on experience).

• 2–4 years of experience in ServiceNow administration, ITSM operations, or related IT support roles.

• Experience with creating and managing Rally stories throughout its lifecycle

• Data analytical skills including MS Excel, Python etc.

• Exposure to Service Graph Connectors, Discovery, CMDB, ITAM, or ITOM modules preferred.

• Experience or familiarity with cloud environments (AWS, Azure, GCP) and agent-based discovery tools is a strong plus.

• ServiceNow Certification is preferred

Technical Skills

• Foundational knowledge of ServiceNow platform administration, scripting, and integrations.

• Basic understanding of infrastructure components servers, storage, networks, operating systems, and virtualization platforms.

• Awareness of cybersecurity concepts, endpoint protection, and shadow IT management.

• Familiarity with data governance, CMDB modeling, and IT asset lifecycle management.

• Understanding of ITIL principles and service management processes.

Soft Skills

• Eager to learn and grow technical expertise in ServiceNow and ITSM platforms.

• Strong problem-solving, analytical, and communication skills.

• Organized, detail-oriented, and able to manage multiple priorities.

• Collaborative and proactive, with a focus on continuous improvement and data accuracy.

• Demonstrates initiative, accountability, and a customer-centric mindset.

Qualifications

Salary Range: $89,250.00 to $150,250.00 annually bonus benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We 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

• 6% Company Match on retirement savings plan

• Free financial coaching and financial well-being support

• Comprehensive medical, dental, vision, life insurance, and disability benefits

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

Job: Technologies

Primary Location: US-Arizona-Phoenix

Schedule Full-time

Req ID: 25021092