American Express Careers

Analyst-Network Technical Operations

Phoenix, Arizona
Operations Risk Management

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Job Description

The Global Network Operations (GNO) organization is responsible for the day to day operational management and development of the American Express Global Network. This group acts on behalf of American Express to develop and enable network products and capabilities in support of issuers, acquirers and all other network participants.  In addition this group is responsible for the management of the full network transaction life cycle for the Network Participants from authorization, settlement and reporting.
 
This position is part of the Global Certification Services (GCS) Optimization team responsible for planning and execution of Point of Sale (POS) certification activities by our Proprietary Processors and Network Acquirers as per American Express Certification Participant Program (CPP). Our customers utilize Test Simulators to validate their ability to process American Express credit card transactions in compliance with American Express standards.
 
Responsibilities:
  • Provide Certification Participant Program (CPP) overview to customers (Merchants, Third Party Processors -TPP, Network Acquirers); Customer set-up, training & initial support.
  • Communicate new features and requirements to Program customers; 2nd level service/support to Program customers.
  • Work closely with stakeholders (GNO Product, GCS Delivery, GNO Policy team, Global Merchant Services- Payment Vendor Relations) to enhance Test Plans, Test Simulators for CPP participants
  • Maintain POS registration audit requirements. Prepare User Guides & Tutorial videos
  • Liaise with Test Simulator platform Product owners and other stakeholders to ensure Test Plans & other requirements meet the need of the CPP participants
  • Development of certification test cases & test plans based on American Express specs – AEIPS (EMV Contact) & Expresspay (EMV Contactless).
  • Interact with 3rd party test tool vendors/developers on need basis
  • Work towards incremental improvements for automating validation and reduction of manual audit
  • Second level support to external customers (Merchants, TPP, Network Acquirers) on queries and cases using Customer Relationship Management (CRM) tool
  • Subject Matter Expert (SME) support to GMS Payment Consultants and Global Network Services - Partner Operations Manager on CPP related processes, POS test plans, exception processes etc.

Qualifications

  • Bachelor’s Degree or equivalent experience
  • Experience managing/interacting with customers (acquirers, merchants, processors, issuers) using a CRM tool (Salesforce preferred)
  • Strong analytical skills and ability to exercise sound judgment in the development of Network certification tools and processes.
  • Proven collaborative skills and experience influencing in a global, matrix environment.
  • Excellent verbal and written communication skills, including the ability to persuade a broad level of constituents at various levels.
  • Ability to self-govern, to be flexible, to prioritize and manage time to meet tight program deadlines
  • Project and time management skills
  • Knowledge of the Point of Sale (POS) environment and brand certification processes would be a definite plus
  • Exposure or experience with EMV payments is preferred
  • Experience with ISO8583 standards and end-to-end payment transaction process would be helpful
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 19002294
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 8, 2019, 11:47:57 AM
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