Business Process Analyst

Role Overview

• Responsible for the management of User Support Service Desk, reviewing 2nd level service desk requests for business enhancement initiatives and evaluating requests for technician assignment to provide timely resolution to identified operational issues.
• Translate requests into requirements where enhancements have been defined and approved.
• Collaborate with the Operations leadership in researching agent productivity and process issues.
• Monitor GDS requirements and technical issues related to quality control systems, agent tools, and scripts.
• Utilize software, processes and procedures in a defined and consistent manner, documenting requirements, standards and change management.
• Participates in the delivery of initiatives generated through business analysis to drive projects relating to account change management, agent training and quality control standards.
• Department sponsor participating in client and product implementations.
• Conducts and/or participates in client implementations or operational meetings providing an overview of quality control & reporting processes.
• Work with Education and Training team to ensure enhancements to GDS products/services and agent tools are being trained across the organization.
• Responsible for testing and providing feedback on automation/script programming across all GDS and systems.
• Maintains a favorable working relationship with all other company team members to foster and promote a cooperative working climate which will be conducive to improved employee morale, productivity, efficiency and effectiveness.

Requirements

• 3+ years travel operations and/or travel experience
• Competence with the technical environment, reservation products and procedures with an understanding of corporate travel industry standards.
• Practical expertise in two of the following GDS’, Amadeus, Sabre, Travelport Plus/Galileo
• Sound critical thinking and organizational skills.
• Consistent accuracy in task.
• Ability to retain and recall information.
• Strong Teamwork and interpersonal skills, strong organizational skills required to handle multiple projects and priorities simultaneously.
• Excellent verbal and communication skills.
• Proficient in setting and managing internal and external customer expectations.

Benefits

• choice of two medical plans and two dental plans
• vision insurance
• flexible spending accounts (FSAs)
• company-paid life insurance and AD&D
• optional additional life insurance and AD&D
• disability insurance
• paid parental leave
• paid time off
• 401k Plan with company match
• discounted employee travel options
• access to LinkedIn Learning webinars and courses
• discounted pet insurance and auto, home, & renters insurance