Senior Business Analyst – Travel Technology

Role Overview

• The Business Analyst – Travel Technology is responsible for analyzing, documenting, and supporting mid-office technology, agent systems, and applications used across the Global Travel Collection.
• Act as a key liaison between business stakeholders and technical teams, ensuring that business requirements are accurately translated into functional and technical solutions that improve agent workflow, automation, client service, and operational quality.
• Supports both leisure and corporate travel divisions by driving productivity-enhancing initiatives, overseeing system enhancements, and ensuring the successful delivery of projects related to quality control systems, automation, and integration with third-party travel technology providers.
• Receive, review, and analyze service requests from internal departments including Sales, Finance, IT, Revenue Management, Reporting, Business Operations, and external clients.
• Elicit, document, and validate business requirements from key stakeholders for new system implementations, enhancements, and process improvements.
• Translate business needs into clear functional requirements, Statements of Work (SOW), process flows, use cases, and technical task lists.
• Analyze current-state workflows and systems, identify gaps, and define future-state solutions.
• Clearly communicate desired functionality versus existing system behavior to technical teams and vendors.
• Provide second
• and third-level support by analyzing system issues, identifying root causes, and recommending solutions.
• Collaborate with supplier partners (e.g., Concur Compleat, Booking Builder, MagnaTech, Sabre, Worldspan) on system enhancements, integrations, and issue resolution.
• Support testing efforts by developing test scenarios, validating system changes, and ensuring requirements are met prior to deployment.
• Manage and prioritize multiple concurrent projects across departments and systems.
• Track requirements, dependencies, risks, and delivery timelines to ensure on-time and high-quality execution.
• Produce and maintain comprehensive documentation including requirements documents, process maps, system specifications, and user guides.
• Communicate project status, risks, and changes clearly and proactively to stakeholders.
• Facilitate and participate in meetings, workshops, and walkthroughs related to system functionality, integrations, and business processes.

Requirements

• Bachelor’s degree or equivalent professional experience
• 3–5 years of experience working with mid-office or quality control systems in the travel industry
• Strong knowledge of QC systems; Mid Office COMPLEAT/GDSX experience preferred
• Hands-on experience with GDS platforms, particularly Sabre and Worldspan
• Understanding of online booking tools and end-to-end travel workflows
• Ability to translate business requirements into technical and functional documentation
• Familiarity with databases and SQL for data analysis and validation
• Working knowledge of version control concepts
• Exposure to XML standards, web services, and system integrations
• Basic understanding of Java and working-level knowledge of VB.NET
• Proficiency in Microsoft Office applications

Tech Stack

• Java
• SQL
• .NET

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