The Service Design Technology Process Analyst will provide domain expertise, in relation to any kind of change affecting Traveller Care, to multiple teams across the GBT network and will work closely with P & T, SSO, E-Comm, Solution Implementation & Deployment, GSP, L & D and Traveller Care
- Support will also be required by our internal partners to articulate the requirements and/or validate impact on POS tools as it relates to external or 3rd party products (eg, Sabre, Groundspan)
- The successful candidates will be located in India and will have the support of other Service Design Process Analysts in both the APAC region and the larger Service Design Technology team across AMER and EME
What You ll do on a Typical Day :-
Act as domain expert on Traveller Care products and processes
Provide knowledge & recommendations on the solutions required to integrate into GBT POS Processes
Evaluate the impact of new products or processes introduced across the Traveller Care environment
Collaborate with Program teams to gain understanding of requirements / processes through conference calls, workshops. Comfortable with working virtual also some limited travel could be required.
Prepare Functional Design Documents & User story documentation relating to the Traveller Care Point-of-Sale products for use by development and tech teams
Create clear process flow documentation including downstream impacts
In addition, create walk-through videos to be used to educate UAT as well as those creating/delivering learning materials
Demos may be required to stakeholders, leadership and/or Vendors to visualize and contextualize process changes and impact as it relates to GBT.
Accountable to refine impact and requirements based on Proof of Concept & Pilot outcomes
Ability to collaborate with team members and business partners across global Amex GBT locations
Ability to work independently in complex, fast paced virtual team environment with remote leadership
Properly evaluate and escalate 2nd level support ticket via SNAP
Clear and concise maintenance of project documentation and tracking via relevant tools e.g. Jira, Confluence, Sharepoint
Influence outcomes by leveraging relationships
Passion for generating ideas and driving continuous improvement
Ability to demonstrate attention to detail and focus on quality
Ability to identify issues or challenges requiring escalation
Keeping up to date with industry changes that impact our TC workspace
Due to the global nature of the role, work occasionally may be required such as team calls outside of normal business hours but planned/discussed/arranged accordingly with the employee first
What We re looking for :-
4+ years of professional experience as Process Analyst
Advanced Amadeus GDS experience a must and multi GDS understanding is a benefit
Understanding of functional aspects of POS tools, scripts, robotics, front/mid/back-office systems and processes desirable
Knowledge of Online Booking tool processes an asset
Highly technical aptitude with the ability to communicate complex interrelations in a less complicated way
Strong process mapping and impact assessment skills
Analytical thinking, flexibility, the ability to act independently and on own responsibility
Good prioritization and time management skills
Highly reliable with the ability to withstand stress in a fast paced, changing environment
Ability to drive change in the face of possible resistance through cooperation and collaboration (Change Management Skills)
Creative thinking skills with an emphasis on pragmatic solutions
Strong interpersonal skills/relationship building/team oriented
Excellent written and verbal communication skills
Proficient in Microsoft applications; Outlook, Word, Excel, Visio and PowerPoint. Knowledge of Smartsheet, Confluence and Jira desirable but can be trained.
