Process Analyst

3 weeks ago

bangalore, India American Express Global Business Travel Full time

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.

Position Overview :-

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 (e.g., 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 EMEA.

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.

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 .

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

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