Senior Business Analytics II

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.

How will you make an impact in this role?

The listed job in SFDC is an exciting opportunity for supporting the commercial business and be a part of the Salesforce.com journey. 

Job Specification:

·      Case Management - Support SFDC platform users by providing resolution to User cases on SFDC related queries and issues. 

·      Enhance customer experience with SFDC platform by supporting field organization with timely turnaround as per defined SLA’s. 

Key Responsibilities:

·      As a Salesforce.com administrator, ensuring a close collaboration with regional & global stakeholders to assess and provide salesforce case support. 

·      Case Management Support: To Manage and Ensure resolution of high volume with low/medium complexity user support cases in a fast-paced environment. o Adherence of service level agreements (SLA’s); continuously strive to improve on resolution timeline.

·      Ability to learn new feature implementations in order to provide support to end users. 

·      Provide technical guidance to business team for issues with Salesforce.com 

·      Proactively participate in the global standardization on case resolution and share best practices with peers. 

Minimum Qualifications

·      1+ years of relevant work experience in Salesforce.com. 

·      Experience with Salesforce.com CRM instance of 500+ user base administration in global support environment. 

·      Salesforce.com administrator / developer certification preferred This role may be subject to additional background verification checks.

Preferred Qualifications

·      1+ years of relevant work experience in Salesforce.com. 

·      Experience with Salesforce.com CRM instance of 500+ user base administration in global support environment. 

·      Salesforce.com administrator / developer certification preferred This role may be subject to additional background verification checks.

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.