Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.
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Overview:
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. As the world’s largest travel management company, we are continuing to build alliances with key travel leaders and technology companies around the world. One of them is Salesforce, the leading company in the Customer Relationship Management space. The Salesforce platform supports sales, consulting, client management, pricing, legal, implementations, customer support and the travel agency.
This role in the Center of Excellence for Salesforce at American Express Global Business Travel is a great opportunity to grow your Salesforce knowledge by working on a wide array of topics and functionality while revolutionizing business travel & the contact center environment! This role is crucial in leading QA (Quality Assurance) project deliverables, timelines, creating robust test plans and producing high quality test results. This role will work very closely with Technology and Business Travel departments to develop custom applications and functionality, provide 3rd level support and ensure business continuity of new or updated product enhancements for successful end user product experience. The successful candidate must possess solid understanding of how business processes and technologies impact internal and external customers and be able to leverage this knowledge to support business partners and end users.
Key Responsibilities:
- Develop and configure business solutions using Service Cloud elements including Omni Channel Routing, Email-to-Case, Entitlement Processes, Entitlements.
- Analyze, research and solution varying levels of complex user support cases while identifying opportunities for automation/restricting access/security vulnerabilities.
- Provide administration of standard user provisioning requests for new/reactivation/transfer requests for internal/partner platform users within their defined SLAs.
- Document processes and platform feature how-to guides for global Users of various backgrounds.
- Monitor and audit user activity on platform according to GBT/Salesforce Best Practices.
- Identify, log or document, and recreate error codes, bugs, and defects.
- Collaborate with programmers or developers to understand how new enhancements impacts end user product experience.
- Participate and support deployment activities and production releases and perform smoke testing.
- Support teammates as necessary for coverage.
- Perform other duties as assigned.
Key Qualifications:
- Prior exposure of at least 3 years on Salesforce Service Cloud, specifically working with Omni Channel, Approval Processes, Flows, User Provisioning.
- One or more Salesforce certifications preferred.
- Experience translating stakeholder requirements and vision into feasible solutions that consider the immediate and long-term implications to the platform health and User Experience.
- Experience with managing stakeholder expectations and platform limitations to design best-in-class solutions for large-scale service centers.
- Understanding of complex and interconnected business processes subject to audit, internal/external. governance and compliance adherence including but not limited to: Data Integrity Policies, Data Retention Policies, SOX, etc.
- Ability to liaison between Apex development team, stakeholders and QA team.
- Experience in working in an Agile/SCRUM environment.
- Experience with JIRA.
- Proficient with Microsoft Office Suite or related software.
- Excellent organizational skills and in-depth attention to detail with proven ability to lead multiple concurrent priorities.
- Ability to work independently and manage priorities and meet deadlines with minimal oversight.
- Excellent interpersonal skills with the ability to serve as a liaison with developers, project managers, and technical and non-technical business partners and the ability to adapt style to suit the audience.
- Strong analytical and problem-solving skills.
- Excellent business writing skills to ensure documentation is written in a clear and concise manner.
- Excellent verbal and written communication.
- Strong attention to detail.
- Self-motivated and team-work skills required.
- Collaborative attitude with the ability to quickly adapt to changes.
The above Job Description is not meant to be exhaustive; duties and responsibilities may therefore vary over time according to the changing needs of the company, your ability to perform and your desire to grow.
Location
The US national annual base salary range for this position is from $50,000 to $100,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.
In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.
GBT 2023 Benefits-at-a-Glance
The #TeamGBT Experience
Work and life: Find your happy medium at Amex GBT.
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Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
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Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
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Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
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We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
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Wellbeing resources to support mental and emotional health for you and your immediate family.
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And much more!
All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.
We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult
GBT Recruitment Privacy Statement
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What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!
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