Lead Business Analyst(IEX Admin)

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. Were here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

The IEX Administrator is a critical technical resource responsible for managing maintaining and supporting NICE WFM (IEX) and Intradiem applications across American Express Global Business Travel (Amex GBT) globally. This role serves as the single point of contact for IEX functions ensuring seamless system operations eliminating errors and fostering strong internal relationships with end-users. The IEX Administrator will demonstrate expertise in application maintenance system troubleshooting and vendor management while maintaining data integrity and supporting organizational efficiency.

What Youll Do

Application Management & Maintenance

• Support WFM and Intradiem SNAP tickets globally with timely resolution. Oversee day-to-day maintenance of NICE WFM (IEX) and Intradiem applications
• Perform periodic application upgrades and system Active EG (Enterprise Group) weekly to ensure smooth data flow in WFM. Audit TC Analytics (TCA) and ad hoc reporting for data integrity

System Configuration & Administration

• Set up new agents codes voice and chat queues management units contact types TOG and enterprise groups in NICE rules and assignments in Intradiem
• Clear adhoc requests via IEX NICE Access Request and Intradiem Admin Intradiem rules periodically and maintain updated user daily user updates to Intradiem

Reporting & Analytics

• Generate and distribute weekly monthly and quarterly reports to gates between IEX and Global Performance Dashboard (Tableau) with Anaplan integration
• Ensure accurate data flow and reporting accuracy across all systems

Troubleshooting & Problem Resolution

• Diagnose and resolve system errors involving internal teams (GBT System Networking) and external vendors (NICE Intradiem Cisco).Conduct root cause analysis and implement preventive measures to avoid recurrence
• Document issues and resolutions in canned responses for knowledge and manage multiple issues simultaneously while maintaining composure under pressure

Vendor & Stakeholder Management

• Serve as primary liaison with vendor partners (NICE and Intradiem) for weekly ongoing issues provide regular feedback and escalate critical concerns
• Create change requests and communicate with Interoperability team on monthly vendor application timely updates and outage communications to internal and maintain strong relationships with WFM and Intradiem end-users globally

Strategic & Operational Support

• Create and maintain strong linkages with internal business partners across Sales Service Delivery Network Workforce Management and Re-engineering proactively and independently to identify and resolve operational challenges
• Take ownership of deliverables and progress toward personal development maintenance and integration tasks are implemented in a timely manner

What Were Looking For

• Proven hands-on experiencewith NICE WFM (IEX) and Intradiem -depth understanding of Workforce Management tools and SNAP Incident Management systems
• Advanced proficiency in Microsoft Excel and Microsoft with Tableau (Global Performance Dashboard) and of system networking and vendor application integration. Knowledge in SQL Power BI

Core Competencies

• Problem-Solving:Strong analytical and troubleshooting capabilities
• Ownership & Accountability:Takes full responsibility for deliverables with high attention to detail
• Time Management:Effectively prioritizes and manages multiple concurrent issues
• Pressure Management:Remains composed and productive under demanding circumstances
• Communication:Strong oral and written communication skills with ability to explain technical concepts to non-technical users
• Relationship Building:Excellent interpersonal skills and ability to foster collaborative partnerships

Professional Attributes

• Passionate about learning new technical skills and overcoming daily technical thinker with ability to work proactively and independently
• Detail-oriented with strong organizational to continuous improvement and professional to keep track of system updates and communication changes effectively

Preferred Qualifications

• Experience with Cisco Systems and in workforce management operations or contact center environments
• Certification in NICE WFM or related with change management and process improvement initiatives

Location

Bangalore India

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• 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 wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you with access to over 20000 courses on our learning platform leadership courses and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex 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.

• And much more!

All applicants will receive equal consideration for employment without regard to age sex gender (and characteristics related to sex and gender) pregnancy (and related medical conditions) race color citizenship religion disability or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data please consult the Amex GBT Recruitment Privacy Statement.

What if I dont meet every requirement If youre passionate about our mission and believe youd be a phenomenal addition to our team dont worry about checking every box; please apply anyway. You may be exactly the person were looking for!

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1