Business System Analyst

Business System Analyst at American Express Global Business Travel

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

What You'll 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 We're 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 or large software enterprise company
• Salesforce Administrator certification is required or 3 years of strong experience on technical support for Salesforce
• 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

• Salesforce Administrator certification is required or 3 years of strong experience on technical support for Salesforce
• ITIL, AWS, Nexthink certification will be a plus
• Flexibility to work 24x7 rotational shifts

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• And much more!

Key skills/competency

• Technical Support
• Salesforce Administration
• GDS Systems (Sabre, Amadeus, Travelport)
• SQL Queries
• Log Analysis (Datadog, Kibana)
• Incident Management
• Root Cause Analysis
• API Troubleshooting
• Travel Technology
• Stakeholder Communication