Senior Business Analyst - Marketing services concierge.

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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.

  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 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
Banking and Financial Services
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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