Service Desk Analyst

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers’ digital lives.  Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems.  American Express offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source.  And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development.  Find your place in technology of #TeamAmex.

American Express is seeking an experienced professional to join the Global Merchant & Network Technology Services (GMNTS) team as a Service Delivery Analyst.  The team responsibilities include supporting authorization transaction connections and more than 250 unique functions globally. Additional team responsibilities include identification, balancing and mitigation of problematic files, maintenance of system tables for 10 systems, creating tables to facilitate the financial routing and system flow of new AMEX products and financial partners while ensuring compliance policies, protocols and PRSA management are adhered to.  The GMNTS team is the First Point Of Contact for Merchants,  Finance, Third Party Processors (TPPs) and Global Network Services (GNS) Partners and acts as an interface between Internal/External technical support teams having to do with Authorizations and File Transfer.

How will you make an impact in this role?

• Accountable for accuracy of data files – authority to hold Amex batch processing due to irregularities.
• Accountable to customers (internal and external) to resolve their technical issues whether directly or through engage other teams as necessary to drive the resolution – authority to initiate enterprise-wide support bridge calls.
• Identify and communicate issues and solutions to all levels of management, business partners and technical support.
• Identify, escalate, and actively work with colleagues throughout the company to support the resolution of issues including but not limited to authorization transaction connections, the balancing of problematic files, currency rates and control points for all regions.
• Support the end-to-end delivery of all aspects of Global Card AR & AP ensuring controls and compliance for all processes. This position will actively support the department Control Role inclusive of SOX testing and compliance, PRSA and Loss Event reporting.
• Monitor, document and track daily processing in accordance with established SLAs.

Minimum Qualifications

• 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. 
• Strong people relationship skills and the ability to influence without authority.
• Analytical skills, troubleshooting, and the ability to quickly grasp process/data/accounting/transaction flows and understand downstream effects. 
• 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
• Experience with business processes or operations around authorizations, submissions & file transfers
• Basic knowledge of information technology application platforms and networking

Preferred Qualifications

• Preferred degree in Computer Science, Network, Finance, or related field
• Preferred experience with incident solutioning and providing root cause analysis to support the reduction of repetitive incident creation
• A good general knowledge of management accounting and reporting principles is preferred. 
• Preferred previous call center, help/service desk experience and able to demonstrate professional and courteous communication skills

Salary Range: $85,000.00 to $150,000.00 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.

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.

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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Salary : $85,000 - $150,000