Strategic Business Solutions Professional

About our innovative team:

We are a global leader in operational excellence and customer experience. Our employees around the world power our airline, maintaining a reputation for award-winning service while connecting people and cultures across the globe.

Our Technology Hub will contribute to our objectives, sustain long-term aspirations of delivering high-value solutions and supports various teams and functions across the organization. We work seamlessly with a global team to create memorable experiences for customers.

Responsibilities:

- Understand end-to-end ticketing processes including internal and external ticketing processes, change, cancel, refund, credit card and settlement processes.

- Support strategic initiatives and epics/features which impact ticketing domain and provide support to other domains that depend on ticketing.

- Partner with other teams internally and externally on technical setup and readiness, ensure test systems are in sync and functioning and work to resolve any identified issues.

- Gather, develop, coordinate and maintain business requirements for various projects and/or systems from initial phase to final implementation, assuring requirements meet standards; troubleshoot issues, coordinate timelines, maintain and communicate project status reports and tracking.

- Interact closely with internal/external customers to understand business processes, customer requirements, project schedules and level of satisfaction.

- Research, analyze and resolve ad-hoc customer problems and questions in a positive, timely and professional manner.

- Effectively communicate status on activities and issues to customers and manager on a regular basis both verbally and in writing.

- Maintain documentation of meeting minutes, design discussions, planning notes, dev status, test results, processes, known issues etc. to facilitate communication and knowledge sharing across the team.

- Manage user stories and deliverables in Version One.

Requirements:

• 6-10 years of IT and/or business or any equivalent combination of experience, education and/or training
• 3-5 years' experience working on TPF applications in an airline domain.
• Prior experience working with ticketing and/or GDS is a plus with an understanding of architectural flows and how technologies operate/integrate.
• Hands-on experience as a Business Analyst and writing Business Requirements.
• Demonstrated skills in process mapping, analytical, technical and proven problem-solving skills.
• Ability to create detailed, well-written documentation for a variety of audiences.
• Candidate must have the ability to deliver quality work on time and translate planning into action as well as anticipate and address barriers.
• Strong communication, relationship management and influencing skills needed to work in partnership with internal teams.
• Research, analyze and resolve ad-hoc customer problems and questions in positive, timely and professional manner.
• 1st tier production triage/maintenance for Severity 3-5 defects.
• Effectively communicate status on activities and issues to customers and manager on a regular basis both verbally and in writing.
• Maintain documentation of test results, processes, known issues etc. to facilitate knowledge sharing across the team.
• High level of motivation, drive and confidence to step outside comfort zones when placed in new environment.
• Ability to multi-task and be detail-oriented.
• Ability to quickly adapt to new tools and evolving technologies.
• Must be performing satisfactorily in present position.

Preferred Qualifications:

• Excellent written, oral and communication skills.
• Experience working with diverse teams located in various countries.
• Must be able to prioritize work on multiple project teams, with the overall goal of satisfying all deployment needs and effectively supporting diverse clients.
• Knowledge of Agile development methodologies and corresponding tools (ex. VersionOne).
• Project Management experience and previous airline business experience is preferred.