Senior Business Analytics II

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.

Global Business Services
Global Business Services (GBS) is a shared services organization that brings together key internal functions to support all of American Express. GBS colleagues manage procurement, real estate, sales operations & business enablement, and partner with business units to execute complex change initiatives.

Emerging as the Enterprise Sales Operations & Business Enablement utility, SABE drives standardization & agility for the organization. Sales Operations includes Pre-sales, acquisition & Account Management while Business Enablement includes Marketing, Platform & Capabilities.

Responsibilities:

• Incident management – Analyze and resolve user reported issues data and reporting issues
• Access Management - Maintain user access to supported systems
• On-boarding and ensuring the users with right level of access to ensure compliance
• Manage access to team shared folders
• Support reporting/data queries through email & service now channels
• Partner with MIRA product and engineering teams to deliver product enhancements, defect resolution to improve sales productivity, servicing experience for platform users
• Evaluate incident criticality to ensure effective prioritization
• User story creation in Rally for tracking progress of resolution
• Manage user communication on data loads, outages and other issues
• Validation of reports and data post weekly / monthly data loads
• Conduct trainings and office hours for business users to improve adoption and user experience
• Streamline and automate processes to drive efficiency and deliver value for the business

Role Name: Sr. Analyst, MIRA Partner Support

Purpose: Provide superior customer service experience, solve customer’s queries, deliver world class services & drive adoption and productivity for MIRA users across markets

Qualifications:

• Bachelor’s degree – 3+ years or equivalent
• 1+ years of experience in supporting business partners in a Customer Support /Application support environment
• Handle & manage email and ticketing support channel
• Excellent problem-solving skills (issue identification, problem structuring, analysis)
• Advanced servicing orientation
• Strong communication and presentation skills
• Ability to effectively deliver trainings for large audiences

Rotational Shift: 3:30 - 11:30/ 7:30 - 3:30

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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.