Production Support Analyst

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 dealing with Authorizations and File Transfer.

• Ensure communication of issues and solutions to all levels of management, business partners and technical support.
• Adapt to ever‑changing processing requirements and tools.
• Act in a support role highlighting issues, researching cause/effect and solutioning opportunities for improvement or control.
• Provide in‑depth support for established processing requirements using multiple systems, tools and platforms across U.S., Canada, Latin America, EMEA and JAPA.
• Monitor, document and track daily processing in accordance with established SLAs.
• Support end‑to‑end delivery of all aspects of Global Card AR & AP ensuring controls and compliance for all processes, including SOX testing, PRSA and Loss Event reporting.
• Identify, elevate and resolve issues including authorization transaction connections, file balancing, currency rates, and control points for all regions.
• Open and update incident records for password resets, link status and other issues; support senior team members to drive incident management resolution.
• Accountable to customers (internal and external) for resolving technical issues or escalating to more senior analyst or second‑level support team.
• Accountable to team for completing assigned tasks and deliverables as agreed upon, and for quality of work.

• Strong organizational skills, ability to prioritize urgent tasks, attention to detail, and thrive in a dynamic environment under minimal supervision.
• Proficiency in major systems and processes:
  Transaction Authorizations, IMS, TSO, CAS, Service Now, Control M, SFT, JCL and UNITECH.
• People relationship skills and ability to influence without authority.
• Analytical, troubleshooting and rapid comprehension of process/data/accounting/transaction flows and downstream effects.
• Incident solutioning and root‑cause analysis for reducing repetitive incidents.
• Strong oral and written communication skills; bilingual Spanish a plus.
• Solid PC skills.
• Soft skills:
  
  Listening, Self‑Control, Positivity, Assertiveness, Conflict Resolution, Empathy, Depersonalization & Taking Responsibility.
• General knowledge of management accounting and reporting principles (preferred).
• Experience with business processes around authorizations, submissions & file transfers.
• Basic knowledge of IT application platforms and networking.
• Previous call center/help‑desk experience; professional and courteous communication.

Intermediate Level

Contract position based out of Phoenix, AZ.

The pay range for this position is $30.00‑$50.00 per hour.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) retirement plan – pre‑tax and Roth post‑tax contributions available
• Life insurance (voluntary life & AD&D for employee and dependents)
• Short‑ and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Paid time off / leave (PTO, vacation or sick leave)

Hybrid position in Phoenix, AZ.

Position anticipated to close on Jun 11, 2026.

TEKsystems is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.