Service Desk Analyst​/Merchant

Position: Service Desk Analyst / Merchant Support
Description

American Express is seeking an experienced professional to join the Global Merchant & Network Technology Services (GMNTS) team as Engineer III. 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.

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.

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 U.S., Canada, Latin America, EMEA and JAPA.

- Monitor, document and track daily processing in accordance with established SLAs.

- 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.

- 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.

- Open and update incident records for Password Resets, Link Status and other issues as skilled or directed. Provides support to senior team members to drive and/or escalate incident management records for resolution.

- Accountable to customers (internal and external) 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

Service desk, Technical support

Top Skills Details

Service desk,Technical support

Additional

Skills & Qualifications

- 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, Service Now, Control M, , 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

Experience Level

Intermediate Level

Job Type & Location

This is a Contract position based out of Phoenix, AZ.

Pay and Benefits

The pay range for this position is $30.00 - $50.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the…