Job
Description
Responsibilities Act as the primary point of contact for customer implementation projects, ensuring consistent communication and coordination across stakeholders. Drive the end-to-end implementation lifecycle, from requirements gathering to post-go-live support. Facilitate consultative decision-making with customers to define solution scope and implementation strategy. Collaborate with cross-functional teams—including product R&D, development, testing, and business units—to ensure accurate translation of business needs into deliverables. Support system reviews, data analysis, solution design, and the implementation of business enhancements. Serve as a Subject Matter Expert (SME), providing guidance to development and testing teams during SIT, UAT, and E2E testing phases. Lead the planning and execution of testing activities and ensure smooth post-implementation handover and operational readiness. Proactively identify, manage, and mitigate risks and issues throughout the project lifecycle. Troubleshoot and escalate implementation or production issues, ensuring timely resolution with appropriate teams. Drive process improvement initiatives in collaboration with management and regional counterparts to enhance implementation efficiency. Coordinate and deliver user training and support, while maintaining up-to-date customer and team training and process documentation. Foster strong working relationships with internal and external stakeholders to ensure successful outcomes. Stay aware of relevant regulatory requirements impacting solution development. Qualifications Must Haves: 6–10 years of overall IT experience, with 3–5 years as a Business Analyst or Product Owner. Strong requirement management skills: feature prioritization, rollout, and SaaS implementation. Excellent communication, presentation, documentation and stakeholder management abilities. Familiarity with SDLC processes (Agile, SAFe, Scrum, and Waterfall). Analytical mindset with basic SQL skills for data analysis and validation. Organized, focused, and efficient in high-demand, mission-critical environments. Experience in UAT coordination and test planning. Bachelor’s degree in Engineering or MCA. Willingness to work in UK/US time zones as required. Preferred: Experience in the travel, loyalty, or CRM domains. Good understanding of hospitality industry concepts: Availability, Booking, Revenue Management Experience with Central Reservation Systems (CRS), Revenue Management Systems (RMS), Global Distribution Systems (GDS) Familiarity with Property Management Systems (e.g., Opera, Micros Fidelio, Springer Miller, WINHMS, IDS Fortune, LMS, Magellan). Exposure to service delivery for global customers.
