Business System Analyst

What Youll Do

Incident, Request Management and Technical Problem-Solving

• Provide Level 2 technical support for AMEX GBT Travel booking applications, Travel Counselor Servicing and Corporate applications
• Manage incident, case and request resolution through timely acknowledgment, prioritization, communication, resolution and appropriate escalation
• Respond to critical incidents (P1/P2) within defined Objective and protocols
• Participate in incident bridges and issue triage; deliver timely service disruption communications
• Globally monitor ticket queues to ensure Objective compliance and manage metrics

• Conduct comprehensive problem-solving with minimal initial information
• Perform rapid issue severity assessments and prioritize accordingly
• Troubleshoot application issues and configuration
• Drive root cause analysis and problem management to prevent recurrence and reduce demand
• Create knowledge articles documenting issues and resolutions for team reference

Stakeholder Engagement & Escalation

• Maintain timely communication cadence with key stakeholders on issue status and resolution timelines
• Report production impacts to leadership
• Oversee information flow from internal customers to product development teams, ensuring high-impact issues are addressed with agility
• Engage with major incident management, Site reliability engineering, infrastructure, network and global product and engineering teams and participate in triage sessions

Operational Excellence, Compliance and flexibility

• Support product transitions from to 24x7 support in business-as-usual status
• Collaborate across regions to share knowledge and upskill colleagues
• Ensure adherence to GBT policies, procedures, and incident management process compliance
• Work flexibly across 24x7 rotational shifts

What Were Looking For

Education & Experience

• Bachelor s degree in computer science, Information Technology, Engineering, or equivalent technical application support experience
• 3 to 4 + years of technical application support experience in travel industry, preferably in a Travel management company (TMC), or travel technology
• Strong experience in Level 2 technical support, business travel operations, or travel technology for global corporate organizations, across both online and offline travel booking applications
• Experience with AMEXGBT applications and processes is a plus

Technical Expertise

• Solid knowledge of GDS systems (Sabre, Amadeus, Travelport) and travel technology across front, mid and back-office tools
• Hands-on experience of troubleshooting multi-tiered web-based architectures and desktop/web applications
• Proficiency in reading and debugging - XML, APIs, Web services, .NET Framework, Windows OS, and SQL queries
• Experience with log analysis tools (Datadog, Nexthink, Kibana, Grafana, SOAP UI)
• Knowledge of networking, VPN connections, and AWS/Azure

Tools & Systems

• Experience with ticketing systems (Freshservice, ServiceNow, Salesforce) and incident, case and request management platforms
• Salesforce and CRM/Email management applications experience preferred
• MS Office suite proficiency (Outlook, Word, Excel)
• SharePoint and robotics (Compleat) experience is a plus

Professional Competencies

• Expert problem-solving skills with strong attention to detail and utilize data to drive problem solving
• Excellent written and verbal communication; ability to collaborate across virtual, global teams
• Ability to manage multiple issues simultaneously in fast-paced environments while meeting objectives
• High personal accountability, discipline, and strong time management and ability to keep calm and thrive under pressure
• Self-starter and quick learner and adaptability to changing environments with minimal guidance
• Customer and client-focused mindset
• Owns the resolution and drives end to end resolution ownership

Certifications & Flexibility

• ITIL, AWS, Nexthink, Salesforce certification will be a plus
• Flexibility to work 24x7 rotational shifts