Lead Business Analyst(IEX Admin)

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. We’re 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 You’ll 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 patches
• Run 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 WFM
• Configure rules and assignments in Intradiem
• Clear adhoc requests via IEX NICE Access Request and Intradiem Admin mailboxes
• Review Intradiem rules periodically and maintain updated user lists
• Send daily user updates to Intradiem

Reporting & Analytics

• Generate and distribute weekly, monthly, and quarterly reports to stakeholders
• Map 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 sharing
• Balance 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 check-ins
• Discuss ongoing issues, provide regular feedback, and escalate critical concerns
• Create change requests and communicate with Interoperability team on monthly vendor application maintenance
• Send timely updates and outage communications to internal stakeholders
• Build 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 Teams
• Work proactively and independently to identify and resolve operational challenges
• Take ownership of deliverables and progress toward personal development goals
• Ensure maintenance and integration tasks are implemented in a timely manner

What We’re Looking For

• Proven hands-on experience with NICE WFM (IEX) and Intradiem applications
• In-depth understanding of Workforce Management tools and SNAP Incident Management systems
• Advanced proficiency in Microsoft Excel and Microsoft Access
• Experience with Tableau (Global Performance Dashboard) and Anaplan
• Knowledge 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 obstacles
• Strategic thinker with ability to work proactively and independently
• Detail-oriented with strong organizational skills
• Commitment to continuous improvement and professional development
• Ability to keep track of system updates and communication changes effectively

Preferred Qualifications

• Experience with Cisco Systems and networking
• Background in workforce management operations or contact center environments
• Certification in NICE WFM or related systems
• Experience 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 20,000 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 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!

Experience Level

Senior Level