Business Systems Analyst

4 weeks ago

Bengaluru, Karnataka, India Delta Air Lines Full time
About Delta Tech Hub

Delta Air Lines is a global airline leader in safety, innovation, reliability, and customer experience. Our employees around the world drive our success, and we're committed to fostering understanding across a diverse world. The Delta 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.

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 domain and provide support to other domains that depend on Ticketing.
  • Partner with other teams internally and externally on technical setup and readiness, ensuring test systems are in sync and functioning, and resolving any identified issues.
  • Gather, develop, coordinate, and maintain business requirements for various projects and/or 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/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 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 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 the Agile development methodologies and corresponding tools (e.g., VersionOne).
  • Project Management experience and previous airline business experience is preferred.

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