Job Description You Lead the Way. We’ve Got Your Back. 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 redefining what’s possible – and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. 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. American Express is seeking an experienced professional to join the Global Merchant & Network Technology Services (GMNTS) team as a Service Delivery Analyst II (JC 029941). The team responsibilities include supporting authorization transaction connections and more than 250 unique functions globally. The team responsibilities include providing First Point Of Contact for Merchants, Finance, Third Party Processors (TPPs) and Global Network Services (GNS) Partners and to act as an interface between Internal/External technical support teams having to do with Authorizations and File Transfer. Find your place in Tech on #TeamAmex! Key Responsibilities: Provides first level customer servicing for Inbound/Outbound limited complexity calls and emails, e.g. Password Resets. Monitor/analyze network connectivity and provide preliminary details for escalation to more senior Service Desk Analysts on confirmed impacts Open and update incident records for Password Resets, Link Status and other issues as skilled or directed. Provides support to senior Service Desk Analysts to drive and/or escalate incident management records for resolution Supports the highest possible availability of monitored environments by fully utilizing standard Service Desk tools Support team efforts for service restoration bridge activities by providing link status and lists of impacted merchants/ partners to senior Service Desk Analysts. Shadows more senior staff on bridge calls Strives for and is committed to delighting our customers with every interaction Strong team player who is driven to perform in an environment that is fast paced and demanding. Demonstrates initiative, identifies process improvements, and completes assigned ad hoc project deliverables Meets or exceeds quality measures for phone calls, emails, incident management record handling and shift turnover Accountable to customers to resolve their technical issues or capture complete details to escalate to a more senior analyst or second level support team Accountable to team for completing assigned tasks and deliverables as agreed upon Accountable to team for delivery of quality work Skills & Qualifications: Preferred degree in Computer Science, Network, Finance or related field The successful candidate must have strong organizational skills, the ability to prioritize urgent tasks, demonstrated attention to detail, and the ability to thrive in a dynamic environment under minimal supervision within the framework of a team. The successful candidate is expected to take the lead in resolving BAU processing requirements. To accomplish this, the candidate must have demonstrated proficiency in the major systems and processes we support: Transaction Authorizations, IMS, TSO, CAS, ServiceNow, Control M, ARCHER, SFT, JCL and UNITECH. The candidate needs strong people relationship skills and the ability to influence without authority. The candidate must have demonstrated analytical skills, troubleshooting, and the ability to quickly grasp process/data/accounting/transaction flows and understand downstream effects. The candidate will be a resource for incident solutioning and will be effective in providing root cause analysis to support the reduction of repetitive incident creation. Strong oral and written communications skills are required – Bilingual Spanish a plus. Solid PC skills required. Excellent soft skills including: Listening, Self-Control, Positivity, Assertiveness, Conflict Resolution, Empathy, Depersonalization & Taking Responsibility A good general knowledge of management accounting and reporting principles is preferred. Experience with business processes or operations around authorizations, submissions & file transfers Basic knowledge of information technology application platforms and networking Preferred previous call center, help/service desk experience and able to demonstrate professional and courteous communication skills 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. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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- Salary payable Per Month