Production Support Analyst

TEKsystems•Phoenix, AZ

1d•$30 - $50•Hybrid

About The Position

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.

Requirements

Service desk
Technical support
strong organizational skills
the ability to prioritize urgent tasks
demonstrated attention to detail
the ability to thrive in a dynamic environment under minimal supervision within the framework of a team.
demonstrated proficiency in the major systems and processes we support: Transaction Authorizations, IMS, TSO, CAS, ServiceNow, Control M, , SFT, JCL and UNITECH.
strong people relationship skills and the ability to influence without authority.
demonstrated analytical skills, troubleshooting, and the ability to quickly grasp process/data/accounting/transaction flows and understand downstream effects.
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
Solid PC skills required.
Excellent soft skills including Listening, Self-Control, Positivity, Assertiveness, Conflict Resolution, Empathy, Depersonalization & Taking Responsibility

Nice To Haves

Bilingual Spanish a plus.
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

Responsibilities

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