Senior Business Analyst - Marketing services concierge.

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Why American Express?
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American Express has been making a difference in people’s lives for over 160 years,
backing them in moments big and small, granting access, tools, and resources to take
on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning
and collaboration, and helping them with what they need to succeed and thrive. We
have their backs as they grow their skills, conquer new challenges, or even take time to
spend with their family or community. And when they’re ready to take on a new career
path, we’re right there with them, giving them the guidance and momentum into the
best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.

Senior Analyst, Band 28, Marketing Services Concierge, SABE, GBS
Marketing Services Concierge team will support multiple marketing tools used by marketers and campaign execution teams at AXP. This will be a team of customer service-centric individuals with deep knowledge and strong understanding of the marketing process.

Responsibilities: Senior Analyst with Marketing Services Concierge team will be responsible to provide first line support on issues, inquiries and requests on various marketing platforms. Key Responsibilities include:
 Responsible for assisting all marketing end users contacting the marketing services concierge
 Responsible for resolving end user queries and following up with end users within set SLAs, while providing best in class customer service.
 Collaborate with technologies and business and assist then in resolving the issues. Evaluate if outside assistance is required and escalate cases as per defined process.
 Responsible for maintaining updated documentation for all capability and/or process
 Responsible for user access management, including raising user access requests, activating and deactivating user access.
 Responsible for pulling Adhoc reports for end users
 Responsible for raising IMRs for all capability defects identified by end users.
 Monitor and track user reported issues through reports/dashboards to ensure that timeliness & quality goals are met.
 Communicate with users via email, instant messenger, telephone, and LiveMeeting to analyze problem and provide updates or issue resolution.
 Maintain documentation for processes used by the customer support team and the support knowledge base for known issues.



Qualifications
  Demonstrated customer support ability
 Excellent problem solving skills (issue identification, problem structuring, analysis, development of recommendations)
 Strong communication and negotiation skills and the ability to interact equally effectively with Customers and with Technologies
 Demonstrated analytical skills including the ability to think through all aspects of problems and generate possible courses of action
 Proven track record in driving results with ability to coordinate and prioritize concurrent activities within deadline-driven climate
 Excellent written communication skills including the ability to develop easy to understand user documentation for complex issues
 Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change
 Ability to work independently and in a team situation
 Strong attention to details in order to maintain compliant user system access
 Preference to Salesforce.com experienced resources with ADM 201 certification
 Data manipulation with excel and understanding of ETL tools
 2+ years of experience in a business environment/Customer Support / Helpdesk environment
 4 year degree in Information Technology or similar background, technical background not mandatory
 Strong English Language skills (both written and verbal)



31 July 2019
Location: India Gurgaon
Work type:
Full time
Sector:
Banking and Financial Services
Profession:
Finance / Accounting
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.


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