Technical Analyst, Global Merchant Operations & Consulting

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Job Description

Technical Analyst, Global Merchant Operations & Consulting

Our Global Merchant Technical Consulting team has an opportunity for an individual who will be responsible for merchant issue escalation research, analysis and consultation. The successful candidate will be working with relationship, business and technical management teams to collaborate on overall submission, authorization and payment issues, as well as resolving system/network solutions to ensure timely and long term internal and external customer satisfaction. An additional component of the Technical Analyst role will include development of processes, tools and reports used to support the customer base.

Key job functionality includes:
  • Data Analytics/Data Management
    • Perform analysis reporting of case work and disruption issue incidents, impacts, gaps and trends
    • Develop SQL and Splunk queries to be used for analysis, proactive monitoring and reporting purposes
    • Ability to analyze large data sets to gain insights on problems and recommend actionable solutions
  • Technical Support
    • Raise, advance, and handle issues to appropriate support teams to ensure timely resolution
    • Responsible for Product Support on Merchant network processing issues and resolutions
    • Identify and raise improvement opportunities to Business and Technology process owners 
  • Consulting/Partnerships
    • Build and cultivate relationships with Business and Technology Partners in order to execute on agreed goals and initiatives
    • Core focus for issue analysis, resolution and consultation involving merchant processing on the American Express Network including authorizations, submissions, payments, reconciliation, disputes and statements 
    • Ability to work with multi-functional teams and lead multiple partners to move projects and resolutions along.

Minimum Qualifications

  • 1+years of technical analysis experience and/or payment issues, network disruption support, and/or technical process support experienceStrongly Preferred in merchant network experience solving process
  • Previous knowledge or experience regarding submission, authorization and payment processes and an appreciation of business system capabilities
  • Ability to learn and understand file specifications related to merchant processing
  • Good interpersonal/relationship management skills and problem solving ability
  • Demonstrable record of providing excellent internal and external customer service
  • Superior verbal/written communication skills
  • Background of proactively seeking opportunities for process improvement
  • Demonstrates self-motivation, detail-oriented, organized, analytical, technical oriented and possess advanced computer skills
  • Good quantitative skills with a proven record for driving results and influencing partner decisions.
  • Excellent MS Office skills preferred
  • Any knowledge or experience with any of these systems would be an advantage:
  • Microsoft SQL
  • Splunk
  • Cornerstone
  • Teradata
  • DBeaver/Yellowbrick
  • College degree Preferred and/or equivalent experience
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position

ReqID: 20002493
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 26, 2020, 9:10:56 AM