Saturday, September 24, 2022

Jobs In Phoenix

Service Delivery Analyst

Job Details

Hiring Organization American Express
Post Name Service Delivery Analyst
Qualification Preferred degree in Computer Science, Network, Finance, or related field
Industry Private
Employment Type Full Time
Work Hours 8 Hours
Salary USD 25 To USD 30 Per Hour
Location Phoenix, Arizona, United States 85054

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.

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.

Amex 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.

Key Responsibilities:

  • Participates in the investigation and resolution of incidents and problems in systems and services. Helps with problem identification, intensification, and the implementation of agreed remedies and preventative measures. Works closely with development teams to ensure that quality standards are adhered to during development and implementation and adds to Post-Implementation Reviews.
  • Assists in the investigation (root cause analysis) and resolution of problems.
  • Support in the development and deployment of preventative maintenance procedures.
  • Provides core support to Service Delivery work and meets the agreed quality standards of documentation and reporting.
  • Undertakes Disaster Recovery Testing.
  • Interacts with the product engineering and delivery & integration teams via assigned Retrospectives/Post-Implementation Reviews.
  • Adds to continuous service improvement by maintaining assigned standard methodologies and knowledge repositories.
  • Communicates the status of incidents, preventative solutions, and resolutions to the Service Delivery Senior Analyst and/or Service Delivery Manager/Director.
  • Assists as a liaison between the Business Unit CIO and Infrastructure teams.

American Express is seeking an experienced professional to join the Global Payment Network (GPN) team as an SD Analyst II (JC 029941). The team’s responsibilities include supporting ATM authorization transaction connections and more than 250 unique functions globally.

The GPN 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 that have to do with Authorizations and File Transfers.

This role is responsible for managing and driving complex issues involving some or all the following areas: ATM Authorization, File Transfer, GNS Interactive applications, Digital Wallets (e.g. Apple Pay), acquisitions, and certificate management.  This role includes ownership of incidents end-to-end driving resolution across Amex technical teams and in conjunction with our external partners.

 Responsibilities (may include but are not limited to):

  • This position will be responsible for ensuring the communication of issues and solutions to all levels of management, business partners, and technical support.
  • The successful candidate will have the ability to adapt to ever-changing processing requirements and tools.
  • The candidate will act in a support role which may include highlighting issues, researching cause/effect, and solutioning opportunities for improvement or control.
  • In-depth support for our established processing requirements.  Proficiency in using multiple systems, tools, and platforms to support all regions including the U.S., Canada, Latin America, EMEA, and JAPA. 
  • Monitor, document, and track daily processing in accordance with established SLAs.
  • Identify, escalate and actively work with colleagues throughout the company to support the resolution of issues including but not limited to authorization connectivity and file transfer.
  • Accountable to customers (internal and external) to resolve their technical issues
  • Accountable to the team for completing assigned tasks and deliverables as agreed upon
  • Accountable to the team for the delivery of quality work

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.

Amex 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 on #TeamAmex

Qualifications:

  • Preferred degree in Computer Science, Network, Finance, or related field
  • Preferred 3-5 years of applicable experience.
  • 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, NeMo, GAN/GIG, Network, Clearing and Settlement, SPLUNK, CAS, ServiceNow, and SFT.
  • 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. 

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 the role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e., 2 doses for Moderna/Pfizer and 1 dose for J&J) in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

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