Senior Business Systems Analyst

3 weeks ago

Bengaluru, Karnataka, India Delta Air Lines Full time

About Delta Air Lines:

We are a global airline leader in safety, innovation, reliability, and customer experience. Our employees around the world drive our mission to connect people and cultures across the globe. We strive to foster understanding and serve as a force for social good. Our technology hub will contribute directly to our objectives, delivering niche, IP-intensive, high-value, and innovative solutions. It supports various teams and functions across Delta and is an integral part of our transformation agenda.

Key Responsibilities:

  • Work cross-functionally within IT and the business to understand end-to-end ticketing processes, including internal and external ticketing, change, cancel, refund, credit card, and settlement processes.
  • Support strategic initiatives and epics/features impacting ticketing and provide support to other domains that depend on ticketing.
  • Partner with internal and external teams on technical setup and readiness, ensuring test systems are in sync and functioning, and resolving identified issues.
  • Gather, develop, coordinate, and maintain business requirements for various projects and systems from initial phase to final implementation, ensuring requirements meet standards; troubleshoot issues, coordinate timelines, maintain, and communicate project status reports and tracking.
  • Interact closely with internal and 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 experience or an 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 a 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 a 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 the 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 (e.g., VersionOne).
  • Project Management experience and previous airline business experience is preferred.

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