Analyst - Operations Tech

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Function Description:

Do you like to find the errors in things? Love to proofread and see what "might" go wrong? Do you always have the Customer in mind and want to make sure they get exactly what they want? If yes, come join our team of professional defect finders who are true advocates of the User Experience. Conduct Release Testing on GSG user-facing projects. Collectively, we look to ensure quality for both our American Express Customers and our internal GSGS partners. We are looking for detail oriented, Customer focused, out-of-the-box thinkers who are not afraid to raise the red flag on behalf of our customers. 

Purpose of the Role:

Conduct Release Testing on GS Portal supporting enterprise modernization projects (such as ISP, AMP). Collectively, we look to ensure quality for both our American Express Customers and our internal GS partner. We are looking for detail oriented, Customer focused, out-of-the-box thinkers who are not afraid to raise the red flag on behalf of our customers.

Responsibilities:

Planning User Acceptance Testing (UAT) activities that impact front-end, user-focused applications. This includes assessing the testing needs, determining the proper test configuration and data needs, writing and executing test conditions and test scripts, recommending opportunities to automate repetitive tasks, and ensuring the completion of required test documents.

• Tracking and monitoring defects that arise during UAT and seeing them through to resolution.
• Preparing all testing-related documentation.
• Monitoring project progress by tracking activity, resolving problems, publishing status reports, recommending actions and escalating appropriately.
• Forging strong relationships with various internal business partners, technical partners and vendors.  
• WCC/CSP/Dialer/WDE/ISP knowledge preferred

Required Qualifications:

• Good understanding of end-to-end processes in Global Services operations areas as well as the customer journey especially Global New Accounts
• Ability to work on multiple projects concurrently and implement time management strategies to ensure deadlines are met
• Proven self-starter with strong problem solving and decision-making skills.
• Ability to assess risks, impacts or implications to operations areas or the customer.
• Strong written and verbal communication skills.
• Applied knowledge of Microsoft Office suite of products.
• Ability to flex work schedule to meet project demands including extended workday and/or possible weekends.
• Preferred familiarity with Amex project methodology (SDLC, Waterfall, Agile) and related testing methodologies
• Prior testing experience, project management, product management, coding or development experience will be a plus
• A passion for our customers

Knowledge of Platforms:

• WCC/CSP/ISP/WDE/Dialer knowledge preferred 
• Preferred familiarity with Amex project methodology (SDLC, Waterfall, Agile) and related testing methodologies. Prior testing experience is a plus.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.  

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.