Service Delivery - Analyst I

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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.

TLS Global Product Operations User Access Team manages/maintains identity attributes related to TLS capabilities, tools and applications for both Centurion and Platinum front line servicing agent’s user profiles. The team also manages Centurion approval hierarchies (billing write-offs, disputes) in the backend accounting systems and provides subject matter expertise to Tech Care resolution channels.

The Service Delivery Analyst is responsible for managing TLS CCP Identity bundles and IAM (Identity & Access Management) attributes based on role type, and for evaluating the impact of proposed changes to software applications. This role is instrumental in representing the needs of the TLS CCP, and works closely with Product Management, TLS Operations, and AX Technology Teams to ensure applications are accessible & users’ access is working properly. The Analyst serves as a technical/functional specialist who works independently with limited guidance.

TLS campus in Phoenix or Sunrise using hybrid work model or virtual.

Responsibilities

• Helps establish team SOPs.
• Maintains billing codes and approval hierarchies in the backend accounting systems for Centurion member write-offs, adjustments, billing disputes.
• Designs and executes test plans to be performed by End Users as new enhancements or early release software versions become available.
• Evaluates impact to desktop tools and business processes as software applications and operating systems are introduced or uplifted.
• Researches and documents front line user profiles (Identity bundles, IAM attributes, etc.) by role type; tests and manages changes to them.
• Independently seeks additional product & industry knowledge.
• Additional duties as assigned.
• Flags opportunities to increase service quality or efficiency and represents the voice of the TLS Frontline User to other internal teams.
• Performs “Tech Check” and supports onboarding of new user groups to ensure identity attributes and applications are working and accessible for new hires.

Minimum qualifications

• Ability to manage assignments that are of diverse scope and complexity which require significant initiative and judgment.
• Excellent verbal, written, presentation and interpersonal skills are required.
• Working knowledge of basic test case design and execution protocols.
• 2 plus years’ experience working in Amex IMSS back-end system creating hierarchy structures
• Proficiency with troubleshooting and resolving complex technical issues related to TLS CCP identity attributes and End User toolset.
• 3 plus years’ experience in a technical customer or product support role.
• Flexibility to work varied shifts to cover multiple time zones.
• Keen analytical skills to assess potential impact of environmental changes to End User applications and job duties.
• Self-starter with proven abilities in organizational, conceptual, and logical problem solving.

Desired skills/certification: Proficient with MS Office Suite (Outlook, Word, Excel, PowerPoint). Bachelor’s Degree or equivalent experience required.

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.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Career development and training opportunities
• Competitive base salaries
• Free financial coaching and financial well-being support
• 6% Company Match on retirement savings plan
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex
• Bonus incentives
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Free and confidential counseling support through our Healthy Minds program

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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.

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.

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

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