Job Description

American Express Global Business Travel (GBT) equips companies of all sizes with the insights, tools, services and expertise they need to keep their travelers informed, focused and productive while on the road. With approximately 12,000 employees and operations in nearly 120 countries worldwide, American Express GBT empowers customers to take control of their travel programs, optimizing the return on their travel and meetings investments, while, more importantly, providing extraordinary traveler care.
We’re moving faster than ever and introducing new products, services, and strategies that will revolutionize the travel industry and bring greater value to our business customers. Our clients’ success expands our success, so we put our heart and soul into helping our clients achieve results that exceed all expectations. As the world’s largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes.
Get ready to make impressions that will last.
Role: Customer Contact Capabilities and Services Technologies (CCCS) is a global development team supporting contact applications across all GBT lines of business, both internally developed, and applications purchased from 3rd party vendors. The CCCS portfolio is currently integrated with numerous non-Voice applications on both distributed and mainframe platforms. This position of BSA, will work closely with all CCCS peers across Global Corporate Services Technologies providing consulting expertise, leveraging business and technical knowledge to support business strategies and deliver business value. This will be part of a global team with presence in North America, UK and India.
Key Responsibilities:

• Participates in project definition and analysis phases of projects to ensure that business needs and requirements are captured effectively.
• Assists in the completion of relevant project documentation. Responsible for metrics retrieval, monthly metrics presentations, and status and project updates to business units.
• Performs testing of requirements and tracks defects (call Flows, applications, tools around collaboration)
• Creates test cases and creates training documents
• Identifies and tracks milestones while communicating project progress in terms of cost, forecasting, scheduling and assessment of issues and risks.

Key Qualifications:

• Ideally have understanding of UCCE application
• Strong people relationship skills in order to build effective partnerships
• Ability to understand and map processes, define and measure process performance and metric trends
• Strong written and verbal communication skills with ability to translate requirements into test conditions
• Strong communication and collaborative skills, with the ability to work independently and troubleshoot failed test conditions
• Results driven and proven ability to operate independently
• Strong analytical, problem solving and reporting skills
• Self-motivated with excellent organizational and time management skills
• Proven ability to think strategically and partner with the business
• Ability to deliver results in a fast paced, deadline-driven environment while supporting multiple concurrent activities
• Desire to work in a dynamic, innovative, and fast-paced environment
• Must be able to interface with end-user business, technology customers and vendors in an effective and positive manner
• Must possess strong written and verbal communication skills, with the ability to influence cross functional teams, business partners and technology leaders
• Strong analytical and problem-solving skills
• Energy, initiative, and a positive attitude
• Willingness to travel when required

This position will be part of the team directly responsible for all production systems globally, therefore by definition there may be a requirement for 24 x 7 on-call support and a willingness to travel globally, work off-hours and weekends as required.
This job summary highlights your key responsibilities. However, as you can appreciate, you may be asked and required to carry out other specific tasks as necessary in order to establish, through a spirit of teamwork and co-operation, an effective and efficient departmental operation.

Location Canada - British Columbia - Virtual Location

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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