Business Systems Analyst (Travel Technology)

What Youll Do:

Incident Request Management and Technical Problem-Solving

• Provide Level 2 technical support for Amex GBT Travel Counselor booking applications Travel PNR quality control and auto ticketing processing applications Travel Counselor Servicing and Corporate applications

• Manage incident case and request resolution through timely acknowledgment prioritization communication resolution and appropriate escalation

• Respond to critical incidents (P1/P2) within defined Objective and protocols

• Participate in incident bridges and issue triage; deliver timely service disruption communications

• Globally monitor ticket queues to ensure Objective compliance and manage metrics

• Conduct comprehensive problem-solving with minimal initial information

• Perform rapid issue severity assessments and prioritize accordingly

• Troubleshoot application issues and configuration

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

• Create knowledge articles documenting issues and resolutions for team reference

Stakeholder Engagement & Escalation

• Maintain timely communication cadence with key stakeholders on issue status and resolution timelines

• Report production impacts to leadership

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

• Engage with major incident management Site reliability engineering infrastructure network and global product and engineering teams and participate in triage sessions

Operational Excellence and Compliance

• Support product transitions from to 24x7 support in business-as-usual status

• Collaborate across regions to share knowledge and upskill colleagues

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

What Were Looking For

• Bachelors degree in computer science Information Technology Engineering or equivalent technical level 2 application support experience

• 5 years of technical application support experience in travel industry preferably in a Travel management company (TMC) or travel technology or large software enterprise company

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

• Strong knowledge with GDSs (Sabre Amadeus or Travelport) understanding PNR creation PNR data and its linages with booking mid office and back-office applications.

• Experience with Travel Transaction (PNR) quality control and auto ticketing applications is a plus.

• Experience with Amex GBT applications and processes is a plus

Technical Expertise

• Strong knowledge of GDS systems (Sabre Amadeus Travelport) and travel technology across front mid and back-office tools

• Strong expertise in reading and interpreting PNR content connecting it with technology processing capabilities and effectively problem-solving.

• Strong experience in Travel Transaction (PNR) quality control and auto ticketing applications technical support.

• Hands-on experience of troubleshooting multi-tiered web-based architectures and desktop applications

• Proficiency in reading and debugging data from - XML APIs Web Framework and SQL queries

Tools & Systems

• Experience with ticketing systems (Fresh-service ServiceNow Salesforce) and incident case and request management platforms

• Salesforce and CRM/Email management applications experience preferred

• MS Office suite proficiency (Outlook Word Excel)

• Experience with log analysis tools (Datadog Nexthink Kibana Grafana SOAP UI)

• Knowledge of networking VPN connections and AWS/Azure

Professional Competencies

• Expert problem-solving skills with strong attention to detail and utilize data 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 meeting objectives

• High personal accountability discipline strong time management and ability to keep calm and thrive under pressure

• Self-starter and quick learner and adaptability to changing environments with minimal guidance

• Customer and client-focused mindset

• Owns the resolution and drives end to end resolution ownership

Certifications & Flexibility

• ITIL AWS Nexthink certification will be a plus

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