Technical Support Analyst (BSA) Travel Technology

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.

Amex GBT is looking for a passionate customer-focused Technical Support Analyst (BSA) Travel Technology to join our Global Travel Application Support (GTAS) team. Youll provide second-level technical support for our travel counselor servicing tools and products empowering travel counselors to deliver seamless experiences for corporate travelers worldwide. This is a 24/7 operational role with hands-on training and mentorship to grow your technical capabilities.

Job Description

What Youll Do

• Provide Level 2 application support for Travel Counselor tools travel booking servicing and Corporate applications
• Manage incident and request resolution through timely acknowledgment prioritization communication and escalation
• Respond to critical incidents (P1/P2) within SLA; participate in incident bridges issue triage and deliver timely outage communications
• Monitor global ticket queues to ensure SLA compliance
• Assess issue severity rapidly and troubleshoot application and configuration issues end-to-end
• Drive root cause analysis and problem management to prevent recurrence and reduce demand
• Maintain proactive communication with key stakeholders on issue status and resolution timelines
• Report production impacts to leadership and ensure high-impact issues reach product development teams quickly
• Engage with Major Incident Management Site Reliability Engineering infrastructure network and global product and engineering teams
• Participate in triage sessions and oversee information flow from internal customers to development teams
• Create and maintain knowledge articles documenting issues and resolutions for team reference
• Collaborate across regions to share knowledge and upskill colleagues
• Support product transitions to 24x7 business-as-usual status
• Ensure adherence to GBT policies procedures and incident management compliance

What Were Looking For

• Bachelors degree in computer science Information Technology engineering or equivalent experience
• 4 years in technical application support within business/corporate travel with experience in travel operational reservation workflows preferably at a TMC or travel technology organization
• Hands-on knowledge of at least one GDS (Sabre Amadeus or Travelport) and familiarity with profile management mid-office back-office and web-based and desktop applications
• Working knowledge of XML APIs web Framework Windows OS networking and VPN; experienced with log analysis tools including Datadog Nexthink Kibana Grafana and SOAP UI
• Experienced with ticketing and incident management platforms (Freshservice ServiceNow Salesforce) and proficient in MS Office
• Strong problem-solver with sound decision-making skills and the composure to manage multiple priorities end-to-end
• Excellent written and verbal communication skills with the ability to create clear concise documentation and collaborate effectively across global teams
• ITIL or Nexthink certification is a plus but not mandatory
• Work Model: Hybrid with 24x7 rotational shifts and 23 days in office

Location

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!

This role is for CWT a member of the American Express Global Business Travel family of companies.

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.

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.

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

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!