Analyst, Network Technical Ops

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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

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The Global Merchant and Network Services Group (GMNS) brings together all of the American Express businesses that serve our key partners – merchants, banks, and strategic partners – to enable a sharp focus on using the power of our network to provide unique value to all of our mutual customers.  Payments Consulting sits within Global Strategy, Operations & Performance (GSOP).  GSOP powers day-to-day operations, delivering exceptional merchant and partner experiences, whilst supporting GMNS in achieving its long-term goals.

The Payments Consulting team supports the GMNS business and GSOP mission by delivering go-to-market strategies, deploying new and emerging payment solutions, and ensuring seamless transaction processing experience in over 20 markets globally.  Payments Consulting colleagues are trusted advisors to internal and external partners, leaning in with technical payments expertise and insights from the acceptance and partners to discover and implement solutions to meet their evolving needs.

The Analyst, Network Technical Ops role will report to the Manager, Network Technical Ops - Global Payments Consulting.  This role will work with relationship, business and technical management teams to collaborate on overall authorization, submission, and processing information and issues, as well as determining solutions to ensure prompt and long-term internal and external customer satisfaction. In addition, this role will develop processes and tools to enable adaptive and scalable self-serve reporting capabilities for Payments Consulting and partner use.  

Key responsibilities include:

• Issue analysis, resolution and consultation involving merchant processing on the American Express Network including authorizations, submissions, payments, reconciliation, disputes and statements
• Raise, escalate and manage issues to appropriate support teams to ensure timely resolution
• Perform analysis reporting of case work and disruption issue incidents, impacts, gaps and trends
• Build and foster relationships with Business and Technology partners in order to execute on agreed goals and initiatives
• Identify and prioritize improvement opportunities and align with Business and Technology process owners to execute on plans
• Develop SQL and Splunk queries to be used for analysis, proactive monitoring and reporting purposes
• Identify and develop self-servicing opportunities and tools and document and evolve processes.
• Partner with Payments Consultants and their leaders to identify and document process improvements, new reports, and new capabilities
• Measure and manage the Technical Consulting trends, data needs, and usage.
• Create efficiencies by building, managing, and deploying a su