Business System 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.

Ready to explore a career path? Start your journey.

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 AMEXGBT for Travel Counselor Servicing applications & Corporate applications.

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

What you'll do :

• Day to Day-to-day responsibility includes providing Technical Level 2 application support for AMEXGBT applications including Travel Counselor Servicing & Corporate applications.
• Manage the resolution of Incidents including timely acknowledgment, prioritization, communication, escalation, analysis, and review – within SLAs.
• Respond to critical incidents (Priority 1 / Priority 2) per defined protocols and Objectives.
• Join critical incident bridges and triage issues to deliver or drive resolution.
• Monitor various ticket queues globally to ensure tickets are responded to in a timely fashion, including any escalated issues. 
• Perform issue severity assessment quickly for impacts to the business and prioritize or de-prioritize accordingly.
• Author Knowledge Articles relating to applications and new-found issues / resolutions.
• Research and solve issues/problems starting with minimal details, including thinking outside the box to determine what might have caused the problem and the solution.
• Drives problem management for resolutions delivery with product management teams.
• Analyses / Perform and drive to RCA (Root Cause Analysis).
• Engage with Local/Regional/Global Level 3 Product Development, engineering/network teams for issues that requires additional support for resolution and on a timely basis.
• Participates to support efficient handover of new products or product enhancements from Projects to BAU status.
• Report production impact details to the management.
• Adhere to standards and processes for incident management & resolution.
• Coordinate with colleagues in other regions to share market specific knowledge & collaborate and up skill colleagues as required.
• Ensure compliance with GBT policies and procedures. 

What we're looking for :

• Bachelor’s degree in computer science, information technology, engineering or equivalent.
• At least 6+ years of equivalent experience is preferred with strong experience in the Travel Technology Application Support in corporate travel.
• Spanish language skills and proficiency along with English language will be a plus as working with Spanish language countries is required.
• Willing to work in a 24x7, rotational shift-based role.
• Solid knowledge in working with and supporting Sabre and other GDS’s.
• Experience of AMEXGBT point of sale, mid and Backoffice will be a plus.
• Good understanding of networking to support troubleshooting.
• ITIL certification will be a 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 like ServiceNow or 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.

Location

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!