Professional Business Analyst

1 month ago

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

Delta Air Lines is a US global airline leader in safety, innovation, reliability, and customer experience. Powered by its employees worldwide, Delta has led the airline industry in operational excellence while maintaining its reputation for award-winning customer service. With its mission to connect people and cultures globally, Delta strives to foster understanding across a diverse world and serve as a force for social good. As a customer-oriented, innovation-led, technology-driven business, Delta has emerged as a niche provider of IP-intensive, high-value, and innovative solutions. The Delta Technology Hub will directly contribute to these objectives, sustaining the company's long-term aspirations and working seamlessly with a global team to create memorable customer experiences.

Responsibilities

The successful candidate will work cross-functionally within IT and the business to understand end-to-end Ticketing processes. This includes Internal and external ticketing processes, Change, Cancel, Refund, Credit card, and settlement processes. Key responsibilities include:

  • Supporting Strategic Initiatives and Epics/Features that impact the Ticketing domain, as well as providing support to other domains that depend on Ticketing.
  • Partnering with other teams internally and externally on technical setup and readiness, ensuring test systems are in sync and functioning, and resolving identified issues.
  • Gathering, developing, coordinating, and maintaining business requirements for various projects and/or systems from the initial phase to final implementation, ensuring requirements meet standards; troubleshooting issues, coordinating timelines, maintaining, and communicating project status reports and tracking.
  • Interacting closely with internal/external customers to understand business processes, customer requirements, project schedules, and level of satisfaction.
  • Researching, analyzing, and resolving ad-hoc customer problems and questions in a positive, timely, and professional manner.
  • Effectively communicating status on activities and issues to customers and manager on a regular basis both verbally and in writing.
  • Maintaining 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.
  • Managing user stories and deliverables in Version One.
Minimum Qualifications

The successful candidate will have:

  • 6-10 years of IT and/or business experience, or an equivalent combination of education, experience, and/or training.
  • 3-5 years' experience working on TPF applications in an airline domain.
  • Prior experience working with ticketing and/or GDS, 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 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

The successful candidate will have:

  • Excellent written, oral, and communication skills.
  • Experience working with diverse teams located in various countries.
  • Ability 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., Version One).
  • Project Management experience and previous airline business experience is preferred.
About Delta

Delta Air Lines (NYSE: DAL) is a US global airline leader in safety, innovation, reliability, and customer experience. As a customer-oriented, innovation-led, technology-driven business, Delta has emerged as a niche provider of IP-intensive, high-value, and innovative solutions. With its mission to connect people and cultures globally, Delta strives to foster understanding across a diverse world and serve as a force for social good. The Delta Technology Hub will directly contribute to these objectives, sustaining the company's long-term aspirations and working seamlessly with a global team to create memorable customer experiences.

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