Business Process Analyst

This role is responsible for supporting our corporate travel division. The Business Process Analyst is directly involved in overseeing the quality of our PNR transactions, corporate end to end process, including automation developed for productivity and increased revenue.

The analyst will be directly involved in implementing and monitoring programs for efficient fulfillment and account change management. The analyst will be responsible for creating and maintaining documentation to ensure best practices are utilized. The specialist will facilitate and participate in projects that impact our organization as a whole. Projects may include working with the following tools and subject matter eperts:

GDS Administation
• GDS Scripting
• Mid Office Tool
• Third Party Tool(s)

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company's financial goal achievement and individual performance.

Business Process Services

• Responsible for the management of User Support Service Desk, reviewing 2nd level service desk requests for business enhancement initiatives and evaluating requests for technician assignment to provide timely resolution to identified operational issues.
• Translate requests into requirements where enhancements have been defined and approved.
• Collaborate with the Operations leadership in researching agent productivity and process issues.
• Monitor GDS requirements and technical issues related to quality control systems, agent tools, and scripts.
• Utilize software, processes and procedures in a defined and consistent manner, documenting requirements, standards and change management.
• Participates in the delivery of initiatives generated through business analysis to drive projects relating to account change management, agent training and quality control standards.

Implementation Services

• Department sponsor participating in client and product implementations.
• Conducts and/or participates in client implementations or operational meetings providing an overview of quality control & reporting processes.

Quality Collaboration

• Work with Education and Training team to ensure enhancements to GDS products/services and agent tools are being trained across the organization.
• Responsible for testing and providing feedback on automation/script programming across all GDS and systems.
• Maintains a favorable working relationship with all other company team members to foster and promote a cooperative working climate which will be conducive to improved employee morale, productivity, efficiency and effectiveness.
• Demonstrates an understanding of all Altour system requirements and processes to coordinate with internal areas as needed.

• Competence with the technical environment, reservation products and procedures with an understanding of corporate travel industry standards.
  • 3+ years travel operations and/or travel experience.
  • Practical expertise in two of the following GDS', Amadeus, Sabre, Travelport Plus/Galileo
• Sound critical thinking and organizational skills. Consistent accuracy in task. Ability to retain and recall information.
• Strong Teamwork and interpersonal skills, strong organizational skills required to handle multiple projects and priorities simultaneously.
• Excellent verbal and communication skills. Proficient in setting and managing internal and external customer expectations.

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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