American Express Careers

American Express - Technical Analyst

Salt Lake City, Utah

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Job Description

The Front Line Operations Support (FLOS) provides business technical support for all Paper and Gifting products and systems used to create, sell, redeem, settle, and support those products.
Core team functions include:
  • Lowering support volume by proposing and driving permanent resolutions via system enhancements and ticket resolution
  • Provide second level Paper and Gifting product and system business technical-support for internal and external partners & consumers globally
  • Create, monitor, and manage business trouble tickets
  • Drive resolution using Service Level Agreements and Escalation Matrices
  • Partner with American Express Technologies during new product design to plan support and identify possible fail points based on existing support data and user experience
  • Plan and conduct IRT emergency bridge calls to resolve high-severity outages and major system impacts by connecting business, tech, and leadership
  • Document Root Cause Analysis
  • Perform business system administration on multiple platforms/systems
  • Capture and report on customer complaints for banking regulation requirements
*Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.*


  • Has the ability to provide 2nd Level software technical support needs for web-based and client-server applications
  • Collaborate globally with AET, Product Development, Risk, FLOS, Client Management, GP Operations, Compliance, Finance, external vendors and business partners with automation activities
  • Manage the end-to-end automation process of internal and external business partners globally
  • Provide support for day to day activities which include phone availability, trouble ticket management, system testing, etc.
  • Applicant must speak Fluent English
  • Flexible work schedule is necessary
  • This position may require working nights and/or weekends per business needs
  • Portuguese or French (In Addition to English) preferred
  • Salesforce Experience Preferred
  • Technical Support Certifications or Degrees Preferred
Tuesday to Saturday from 12 pm to 8:30 pm

ReqID: 18011468
Schedule (Full-Time/Part-Time): Full-time
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