Business Systems Analyst

Incident Request Management and Technical Problem-Solving

• Provide Level 2 technical support forAMEXGBTTravelbooking applicationsTravelCounselorServicing and Corporate applications

• Manage incident caseand request resolution throughtimelyacknowledgment prioritization communicationresolutionandappropriateescalation

• Respond to critical incidents (P1/P2) within definedObjectiveand protocols

• Participate in incident bridges and issue triage; delivertimelyservicedisruption communications

• Globallymonitorticket queues to ensureObjectivecompliance and manage metrics

• Conduct comprehensive problem-solving with minimalinitialinformation

• Perform rapid issue severity assessments and prioritize accordingly

• Troubleshoot application issuesand configuration

• Drive root cause analysis and problem management to prevent recurrenceand reduce demand

• Create knowledge articles documenting issues and resolutions for team reference

Stakeholder Engagement & Escalation

• Maintaintimelycommunication cadence with key stakeholders on issue status and resolution timelines

• Report production impacts toleadership

• Oversee information flow from internal customers to product development teams ensuring high-impact issues are addressed with agility

• Engage withmajor incident management Site reliability engineering infrastructure network andglobal productand engineeringteamsandparticipatein triage sessions

Operational ExcellenceComplianceand flexibility

• Support product transitions fromto 24x7 support inbusiness-as-usual status

• Collaborate across regions to share knowledge and upskill colleagues

• Ensure adherence to GBT policies procedures and incident management process compliance

• WorkModel Hybridwith24x7 rotational shiftswith 2 3 days in office.

What Were Looking For

Education & Experience

• Bachelors degree in computer science Information Technology Engineering or equivalent technical application support experience

• 4 years of technical application support experience in travelindustrypreferably in aTravel management company (TMC) or travel technology

• Strong experience inLevel 2technical support business travel operations or travel technology for global corporate organizations across both online and offline travel booking applications

• Experience withAMEXGBT applications and processes is a plus

Technical Expertise

• Solid knowledge of GDS systems (Sabre AmadeusTravelport) and travel technologyacrossfrontmidandback-office tools

• Hands-on experienceoftroubleshooting multi-tiered web-based architectures and desktop/web applications

• Proficiencyinreading and debugging -XML APIs Web Framework Windows OS and SQL queries

• Experience with log analysis tools (DatadogNexthinkKibana Grafana SOAP UI)

• Knowledge of networking VPN connections and AWS/Azure

Tools & Systems

• Experience with ticketing systems (Freshservice ServiceNow Salesforce) and incidentcaseand requestmanagement platforms

• Salesforce and CRM/Email management applications experience preferred

• MS Office suiteproficiency(Outlook Word Excel)

• SharePoint and robotics (Compleat) experience is a plus

Professional Competencies

• Expert problem-solving skills with strong attention to detailandutilizedata to drive problem solving

• Excellent written and verbal communication; ability to collaborate across virtual global teams

• Ability to manage multiple issues simultaneously in fast-paced environments while meetingobjectives

• High personal accountability discipline and strong time managementand ability to keep calm andthrive under pressure

• Self-starter and quick learnerand adaptabilityto changing environments with minimal guidance

• Customer and client-focused mindset

• Owns the resolution and drivesend to end resolution ownership

Certifications & Flexibility

• ITIL AWS NexthinkSalesforce certificationwill be a plus

• Flexibility to work in WorkModel Hybrid with 24x7 rotational shifts with 2 3 days in office.