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 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)