Service Delivery Analyst — TLS IAM & Access Enablement

American Express; Nashville (TN); Remote; USD 27,552 - 41,328; Full time

Job summary

American Express seeks a TLS Operations Analyst to manage identification attributes and IAM for TLS CCP, supporting Centurion and Platinum frontline servicing profiles. The role collaborates with Product Control, TLS Operations, and AX Generation to ensure applications are available and user access works as intended.

The Analyst designs test plans, documents profiles, and helps onboard new hires while handling billing hierarchies and disputes.

Qualifications

• Three+ years in a technical customer or product support role.
• Two+ years in Amex IMSS back-end hierarchy structures.
• Proficiency in troubleshooting TLS CCP identification attributes and customer toolset.
• Analytical talent to assess impact of environmental changes on applications.
• Working knowledge of basic test case design and execution protocols.
• Self-starter with organizational and logical problem-solving skills.
• Ability to manage diverse, high-initiative assignments.
• Excellent verbal, written, presentation, and interpersonal skills.
• Flexibility to cover multiple time zones.

Responsibilities

• Research and document frontline consumer profiles and IAM attributes by function type; approve changes.
• Maintain billing codes and approval hierarchies in Centurion member write-offs and disputes.
• Evaluate impact on equipment and business tactics as software is delivered or upgraded.
• Design and execute test plans for new improvements or early-release variations.
• Support onboarding of new hires to ensure attributes and applications are accessible.
• Identify opportunities to improve service quality and communicate with cross-functional teams.
• Create and maintain team SOPs.
• Seek additional product and industry knowledge independently.
• Perform other duties as assigned.

Skills

Technical customer support

IAM attributes

Troubleshooting

Analytical thinking

Test case design

Problem solving

Time management

Communication

Multitasking

Education

Bachelor's Degree

Job description

American Express seeks a TLS Operations Analyst to manage identification attributes and IAM for TLS CCP, supporting Centurion and Platinum frontline servicing profiles. The role collaborates with Product Control, TLS Operations, and AX Generation to ensure applications are available and user access works as intended.

The Analyst designs test plans, documents profiles, and helps onboard new hires while handling billing hierarchies and disputes.