Analyst-Business Systems

Job Description

Description – External
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.

Function Description:
Sales Operations & Business Enablement utility (SABE) is an internal servicing team providing sale performance reporting, platform servicing & capabilities, marketing operations & other business enablement services driving standardization & agility for the organization. GBS & SABE’s vision is to make internal servicing as strong as external servicing and thus it keeps pushing the boundaries for Sales & marketing group’s effectiveness through innovative use of technology & process transformation.
Responsibilities:        

• Process Manager will be responsible for providing advanced support on queries/issues reported by end users, conducting deeper analysis on issues, collaborating with technologies, publishing support metrics, mentoring, coaching & L1 servicing team
• Ensure that servicing team meets timeliness & quality goals. Publish KPI metrics for the team.
• Conduct support ticket analysis to identify the common issues reported by end users
• Collaborate with business and tech partners by proactively engaging on weekly calls
• Conducting end user trainings & take other initiatives to reduce the number of user enquiries
• Provide sales/marketing process & Salesforce.com technical expertise
• Responsible for collecting feedback from end users & communicating the same to all team members
• Share, leverage & adopt  industry best practices & propose new features & technologies to drive efficiencies & business impact
• Performing user acceptance testing for key projects
• Identify process improvement opportunities, provide platform enhancement recommendations
• Lead annual activities like Portfolio Realignments & other ad-hoc support with portfolio transfers etc.
• Data Quality Monitoring by performing scheduled audits & other data cleansing tasks
• Provide Salesforce.com technical and business process expertise

Critical Factors to Success (Outcome Driven):
Business Outcomes:

• Partnering in onboarding, coaching & guidance to L1 team colleagues for CASE resolution & supporting with complex queries. Responsible for providing resolution to queries raised by SFDC platform users and setting up user access
• Effective at collaborating across internal and external partners and building relationships
• Maintain documentation for processes used by the customer support team and the support knowledge base for known issues
• Enhance customer service experience by showing  ability to learn new features/functionality to provide better L1 support to end users

Leadership Outcomes:

• Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
• Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
• Demonstrate learning agility, make decisions quickly and with the highest level of integrity
• Deliver the world’s best customer experiences every day

Minimum Qualifications:
Qualifications – External
4+ years Salesforce.com platform configuration & customization experience
Experience in a business environment with experience in SDLC or Agile Methodology
Knowledge of Salesforce platform: (Sales cloud, Service Cloud)
Academic Background
BE/B Tech, BCA, MCA, MSc. with relevant Salesforce technology experience
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.