Business Systems Analyst

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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As a member of the Global Travel Application Support (GTAS) in the Global Technology and Enterprise Services Team (GTES), organization, this position is based in India, is a virtual working role (on a shift-based roster with 24x7 rotational shifts that change once every month) and will be focused on providing technical level 2 support for various travel applications Globally for AMEX GBT for various Travel counselor and Traveler facing and corporate applications.

This role provides a tremendous opportunity to learn various technologies and apply those learnings in day-to-day work.

This role will support clients in a global/international environment, therefore speaking the English language is required in this role.

What you'll do :

• Manage and lead a team of direct reports, based globally and virtually located (as a virtual team) who provide 2nd-level application support for Amex GBT enterprise applications for various Travel counselor and Traveler facing and corporate applications.
• Act as Subject Matter Expert.
• Building, maintaining, coaching & mentoring a high-performing, experienced team passionately focused on the end user and customer outcomes while driving resolution ownership and enterprise mindset.
• Review and manage response/resolution/CSAT objectives for Incidents across the full range of supported services. This includes timely acknowledgment, prioritization, communication, escalation, analysis, review, and resolution.
• Join critical incident bridges and provide support and leadership to triage issues to deliver or drive resolution.
• Monitor ticket queues to ensure tickets maintain optimum service threshold levels.
• They are identifying and implementing best practices, improving the overall support strategy & model to drive operational flexibility & efficiency making it easier for end users and customers to get support.
• Provide thought leadership and consulting on various aspects of transformation & stability programs being driven by GTAS.
• Review issue trends, drive problem management, and deliver associated resolutions to product management teams.
• Acts as an escalation point and keeps stakeholders well informed/updated.
• Ensures the creation and/or updates of L2 documentation (Knowledge Articles).
• Leads and fosters relationships with other Amex GBT organizations on cross-functional basis to drive resolution ownership and strategy while delivering best in class support to GBT end users and customers.
• Ensure that operational impacting issues are communicated to the stakeholders in a timely, appropriate and professional manner.
• Drive and deliver efficient handover of new products or product enhancements from Projects to BAU status for application support
• Collaboration across regions to provide a seamless global support
• Strong organizational and multi-tasking skills
• Coordinate with colleagues in other regions to share market specific knowledge & collaborate and up skill colleagues as required e.g. New applications or existing applications change
• Developing and disseminating various VP/VP+ level stakeholder presentations.

What we're looking for :

• Flexibility and understanding of a critical 24x7 Travel application support is a must.
• Bachelor’s degree in science or engineering or equivalent.
• Minimum 7+ years of overall experience/
• Strong experience in travel technology, application support, for a Global Organization.
• ITIL, Salesforce, AWS and other relevant certification will be a plus (or in plan to be completed)
• Solid knowledge in supporting multiple GDS’s.
• Understanding of travel applications and how they interact with the GDS system and enterprise systems.
• Experience of Amex GBT / Amex GBT Front end / mid and back office/Amex GBT TC servicing, Sales and Corporate applications and processes will be a strong plus.
• Hands-on individual who is technically savvy & can work well with all levels and virtual teams, both internal & external.
• Knowledge or experience in using a ticketing system for incident management or case management is preferred.
• Strong MS Office skills (Outlook, Word, Excel) preferred.
• Global support experience with a high degree of personal accountability.
• Virtual people leadership experience, especially in a 24x7 roster environment
• Highly disciplined and good time management skills.
• Expert problem-solving skills with an eye for detail.
• Ability to cope with pressure, SLA’s and delivers results.
• Bachelor’s degree in computer science, information technology, engineering or equivalent.
• At least 5 +years of equivalent experience is preferred.
• Willing to work in a 24x7, rotational shift-based role.
• Experience in the Travel Technology Application Support.
• Solid knowledge in working with and supporting multiple GDS’s.
• ITIL certification will be a plus. Salesforce Administrator certification will be a plus.
• Good understanding of networking to support troubleshooting Network and VPN connections for application related issues.
• Knowledge about Dot Net Framework, API’s & Web services technology, Windows O/S platforms and troubleshooting.
• Hands-on individual who is technically savvy & can work well with all levels and virtual teams, both internal & external.
• Knowledge or experience in using a ticketing system like freshservice for incident management is preferred.
• Strong MS Office skills (Outlook, Word, Excel) preferred.
• High degree of personal accountability, Highly disciplined and good time management skills.
• Expert problem-solving skills with an eye for detail.
• Ability to cope with pressure, SLA’s and delivers results.
• Customer and client focused.
• Self-starter, quicker learner with ability and zeal to learn new skills and quickly adapt to changing environment & work with little guidance.

Location

India

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• Wellbeing resources to support mental and emotional health for you and your immediate family.
• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!