Business Analyst, Travel Research and Analysis

International SOS is hiring a Business Analyst, Travel Research & Analysis to investigate travel booking issues, customer complaints, operational discrepancies, and travel technology defects. The role conducts root cause analysis, supports issue resolution and process improvement, and collaborates with cross-functional teams to improve platform performance and customer satisfaction.

Responsibilities:

• Investigate complex customer issues, booking discrepancies, ticketing problems, refund requests, and service failures
• Research travel records, reservation data, transaction history, GDS activity, supplier information, and customer interactions to identify root causes
• Review system logs, booking workflows, and operational processes to determine where failures occurred
• Document research findings and provide detailed recommendations for resolution
• Assist with high-priority customer escalations requiring detailed analysis and investigation
• Analyze reported platform defects and system issues impacting customers or operations
• Work with Product and Technology teams to reproduce issues and identify root causes
• Document business requirements and defect details for technical teams
• Validate that reported fixes fully resolve identified issues
• Track recurring issues and identify trends requiring broader corrective action
• Serve as a subject matter expert on travel booking processes across air, hotel, car rental, and ancillary travel products
• Analyze end-to-end booking workflows to identify process gaps and operational inefficiencies
• Support investigations involving ticket exchanges, cancellations, refunds, schedule changes, and supplier-related issues.Assist operational teams in researching complex reservation and servicing challenges
• Analyze booking data, customer complaints, operational metrics, and defect trends
• Create reports, dashboards, and summaries to support management decision-making
• Identify recurring customer pain points and recommend improvements
• Monitor issue resolution effectiveness and customer recovery outcomes
• Translate operational and customer issues into clearly documented business requirements
• Assist in developing process improvements and operational controls
• Support User Acceptance Testing (UAT) activities for system enhancements and defect fixes
• Create workflows, process documentation, and knowledge base materials
• Partner with: Product Management, Technology Teams, Customer Service, Supplier Relations, Finance and Reconciliation Teams, Travel Operations
• Participate in defect review meetings and issue resolution discussions
• Communicate findings and recommendations to business stakeholders

Requirements:

• Must Be located in the United States of America
• Strong analytical and critical-thinking skills
• Experience investigating and resolving complex business or customer issues
• Ability to analyze large data sets and identify patterns and trends
• Strong organizational and documentation skills
• Excellent written and verbal communication skills
• Root Cause Analysis
• Business Analysis
• Travel Industry Knowledge
• Sabre Expertise
• Data Analysis
• Problem Solving
• Research & Investigation
• Customer Focus
• Process Improvement
• Documentation
• Critical Thinking
• Stakeholder Management
• Bachelor's degree in Business, Travel Management, Information Systems, Hospitality, or related field
• 3-5+ years of experience in travel operations, travel technology, business analysis, or customer issue management
• Ability to communicate in English (verbally and written) in a polished and professional manner is required
• Experience working with Sabre GDS including: Air reservations, Ticketing, Exchanges, Refunds, Queue management, PNR analysis
• Familiarity with: Sabre Red 360, Sabre APIs, NDC content, Airline servicing workflows
• Understanding of travel agency back-office operations including: ARC processing, BSP processing, Ticket reconciliation, Refund management, Debit memos, Credit memos, Quality control procedures
• Experience with online booking tools and travel technology platforms
• Advanced Microsoft Excel skills
• Experience with reporting tools such as Power BI, Tableau, SQL, or similar platforms