Sr. Business Analyst - Travel Technology

Global Travel Collection (GTC), part of Internova Travel Group, is a leading collection of luxury travel agencies. The Business Analyst – Travel Technology is responsible for analyzing and supporting technology systems used across the organization, acting as a liaison between business stakeholders and technical teams to enhance agent workflow and operational quality.

Responsibilities:

• 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
• Act as a subject matter expert for mid-office quality control systems and agent-facing applications
• 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
• Participate in project planning, status reporting, and post-implementation reviews
• Provide recommendations for optimizing automation, standardizing processes, and improving operational efficiency
• 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
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Proven ability to manage stakeholder expectations and work cross-functionally
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Ability to work independently and deliver high-quality results under tight deadlines
• Collaborative mindset with strong teamwork and interpersonal skills