What are the responsibilities and job description for the Business Analyst - HPOS position at American Express Global Business Travel?
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.
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The Hotel Offline Points of Sale Operations Analyst will handle offline Hotel Point of Sale tools troubleshooting issues with internal & external partners. The Analyst will have a unique opportunity to assist the Manager in the creation of team processes, documentation & automation efficiencies. The Analyst must be an effective communicator who can prioritize issues, can hold technical conversations while being able to simplify the issue to the customer.
What You’ll Be Doing :
Receive Offline Hotel Points of Sale related technical and functional issues, research to fully diagnose the issue and respond within SLA.
Perform trending analysis on issues (reported or identified during analysis) and determine whether issues could be resolved by Point-of-Sale Tool code or process changes. Outline change recommendations and provide to Hotel Point of Sale Product team or other partners for action.
Participate in a bug triage process, working with the Manager to assign the right priority on issues, based on commercial and customer impact.
Assist in the creation of knowledge base articles for internal and external support teams to instil a self-serve culture reducing escalations where possible.
Routinely update customers in line with agreed Service Levels on open issues.
Working closely with the HPOS Product Managers to provide Product feedback and enhancement suggestions.
Support Hotel Point of Sale tool configuration processes defined by management.
Be a true subject matter expert with strong functional & technical knowledge throughout the product’s lifecycle.
Support management in defining processes for HPOS Operations to ensure stable growth and smooth transition of L2 support from the HPOS Product team to the HPOS Support team.
What We’re Looking For :
2 year experience in Product Support, preferably in travel with extensive experience of troubleshooting software issues.
2 years of strong knowledge of Travel Distribution, systems & processes.
5 years’ experience with GDS PNRs and web services, specifically, Amadeus, Sabre, Apollo, and Galileo. Must be proficient in one of these at minimum.
Solid understanding of PNR touchpoints and understanding of content, integration with TMC processes and platforms.
Extensive experience creating effective technical and functional documentation for all audiences.
Experience collaborating across multiple functions and working with operations, SMEs, technical resources, and support teams.
Excellent communication skills, ability to be a team player that is willing to share knowledge.
Excellent organizational skills, ability to find relevant documentation as needed.
Ability to challenge the status quo, remove organizational barriers, influence without authority.
High motivation and enthusiasm to learn and deliver results.
Ability to thrive in a fast-paced, dynamic work environment.
Self-starter who can work independently in a global team.
Growth mind-set.
Demonstrated experience of working in an analytical role; corporate travel agency background preferred.
Non-GDS API experienced and knowledge a plus.
Good analytical skills.
Able to work effectively in a complex, diverse, global and changing environment.
Can navigate the organization, collaborate effectively with multiple stakeholders.
Location
United States
The US national annual base salary range for this position is from $46,000 to $93,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.
In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.
Benefits at a glance ()
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 more.
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 global tuition assistance, 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 Diversity, Equity, and Inclusion in every aspect of our business at 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.
Wellbeing resources to support mental and emotional health for you and your immediate family.
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 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!
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Salary : $46,000 - $93,000
