Corporate Travel - Business Process Analyst

ALTOUR is a globally recognized leader in corporate travel management. The Business Process Analyst will support the corporate travel division by overseeing PNR transactions, managing user support, and implementing programs for efficient fulfillment and account change management.

Responsibilities:

• 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
• Demonstrates an understanding of all Altour system requirements and processes to coordinate with internal areas as needed

Requirements:

• 3+ years travel operations and/or travel experience
• 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