Business Systems Analyst

Job Description 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. This role offers an exciting opportunity to provide technical support for GBT Group's Travel Counselor Servicing applications, as part of the Global Technology & Application Support (GTAS) team. You will join a diverse, collaborative team committed to ensuring application stability and outstanding technology support. This is a 24x7 support role with monthly rotational shifts. As the position supports global clients, strong English communication skills (speaking, reading, writing) are required. What You'll Do - Provide Level 2 technical support for GBT Travel Counselor Servicing and Corporate applications. - Manage incident and request resolution through timely acknowledgment, prioritization, communication, and escalation. - Respond to critical incidents, following established protocols and SLAs. - Participate in incident bridges, triage issues, and deliver timely disruption communications. - Monitor global ticket queues to ensure SLA compliance. - Document issues and resolutions in knowledge articles. - Troubleshoot complex application problems with minimal initial information. - Assess issue severity and prioritize response accordingly. - Handle application installation and configuration. - Drive problem management and root cause analysis. - Collaborate with local, regional, and global product development teams. - Support product transition from project to business-as-usual. - Report production impacts to management. - Ensure compliance with incident management processes. - Share knowledge and support upskilling across regions. - Adhere to all GBT policies and procedures. What We're Looking For - Bachelor's degree in Science/Engineering or equivalent relevant experience in Technical Application Support (preferred). - 3+ years of experience providing technical application support in a Travel Management Company (TMC), travel industry applications, or travel technology. - Flexibility to work in a 24x7 rotational roster. - Experience in Technical Application Support, Business Travel Operations, Travel Technology, or a mix of these within a global corporate environment. - Solid understanding of multiple GDS/Point-of-sale tools, Robotics, Mid/Back-office, and CRM/Email applications within the travel industry. - ITIL and/or Salesforce certification (a plus). - Technical knowledge of XML, AWS, .NET Framework, APIs/Web Services, Windows OS platforms, and troubleshooting. - Understanding of networking concepts to troubleshoot network and VPN-related issues. - Knowledge of travel applications and GDS system integrations. - Experience with GBT front-end/mid/back office applications and processes (a plus). - Familiarity with CRM/Email Management applications; Compleat Robotics experience is an advantage. - Technically savvy, collaborative, and able to work effectively with distributed teams. - Experience with ticketing systems for incident/request management (preferred). - Strong skills in MS Office (Outlook, Word, Excel). - Disciplined with excellent time management. - Strong problem-solving skills with attention to detail. - Ability to work under pressure and meet SLAs. - Client-focused, proactive, and eager to learn new technologies with minimal guidance. Location Gurgaon, 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 wellbeing resources to support you and your immediate family. - 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 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 Inclusion in every aspect of our business at Amex 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. - 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. Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance. 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 the Amex 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