Lead Business Systems Analyst - Interoperability
American Express Global Business Travel View all jobs
- Gurgaon, Haryana
- Permanent
- Full-time
- Perform comprehensive testing of travel servicing and desktop applications—including add-ons, patches, and installations—to detect and fix defects prior to pilot and production release.
- Manage E2E pilot activities, globally, to ready for production deployment.
- Engage with Product and Development Teams and End User Computing to deploy production versions to end-user devices.
- Coordinate end-users testing and system validation after major network changes or software updates.
- Anticipate and identify technical and functional issues before they impact end-users and applications.
- Investigate and address defects discovered during pilots with limited information, applying creative thinking to determine root causes and solutions.
- Participate in the IT Change Management Board for applications supporting travel customer services, assisting with change due diligence, approval, and communication with collaborators.
- Build and distribute Service Advisory Communications for events related to planned downtime and software updates as part of the change control process.
- Facilitate knowledge transfer with support teams and business units for upcoming software deployments.
- Drive guidelines in the pursuit of continuous improvement and quality.
- Prepare and present metrics to Leaders articulating end user experience benefit.
- Additional responsibilities will be added to support GTAS Interoperability initiatives.
- Ensure compliance with Amex GBT policies and procedures.
- Maintain timely communication cadence with key collaborators across departments.
- Recognize when situations require leadership attention and bring them up appropriately with clear context.
- Coordinate information flow from internal customers to product development teams, ensuring high-impact issues are addressed with agility.
- Facilitate dialogue between teams to ensure alignment on priorities and outcomes.
- Navigate competing priorities by understanding collaborator perspectives and finding collaborative solutions.
- Ensure adherence to Amex GBT policies, procedures, and change management process compliance.
- Collaborate with various groups (GTAS, product managers, service desk, cyber security, end-user computing, Voice, and Major Incident Management) to get ready for pilot and production releases, and resolve software performance problems.
- Collaborate across teams (testing, technical product analysts and managers, developers, end-user computing) and apply Nexthink to monitor desktop health and performance, providing hands-on troubleshooting support.
- Document technical specifications, API contracts, and data mappings to ensure consistency across platforms.
- Bachelor’s degree or Master’s degree or equivalent experience in science or engineering.
- Minimum 6+ years of Travel technology experience.
- Minimum 4+ years of software testing experience in travel industry, travel management company (TMC), travel technology, or large software enterprise.
- Familiarity with Amex GBT travel servicing technology OR experience within the Travel Technology sector (required).
- Strong knowledge of Amadeus and Sabre GDS systems (required).
- Experience with servicing applications and point-of-sale workflows for Amex GBT or within the Travel Technology industry.
- Ability to communicate technical information clearly to diverse audiences.
- Strong problem-solving abilities combined with abstract reasoning and analytical skills.
- Excellent organizational and time management skills; ability to prioritise multiple priorities.
- Excellent verbal and written communication skills.
- Strong understanding of GDS platforms (Sabre, Amadeus, Travelport) and travel technology spanning front, mid, and back-office applications.
- Hands-on experience of troubleshooting multi-tiered web-based architectures and desktop/web applications.
- Proficiency in reading and debugging – JSON/XML, APIs, Web services, .NET Framework, Windows OS, and SQL queries.
- Experience with cloud platforms (Azure, AWS, GCP) and DevOps tools (Jira, Confluence).
- Experience with log analysis tools (Datadog, Nexthink, Kibana, Grafana, SOAP UI).
- Strong understanding of networking, VPN connections, and AWS/Azure.
- Nexthink, Datadog, PowerShell, Tanium, Jamf Pro experience is a plus.
- Experience with ticketing systems (Freshservice, ServiceNow, Salesforce) and incident, case and request management platforms.
- MS Windows and Office 365 including Microsoft Forms.
- Excellent written and verbal communication; ability to collaborate across virtual, global teams.
- High personal accountability, rigor, and strong time management and ability to keep calm and thrive under pressure and get results.
- Self-starter and quick learner and adaptability to changing environments with minimal mentorship.
- Hands-on individual who is technically savvy & can work well with all levels and virtual teams, both internal & external.
- Expert problem-solving skills with a strong attention to detail.
- Customer and client-focused approach.
- ITIL, Nexthink, PowerShell, AWS certification will be a plus.
- Flexible work schedule; hours and days may vary based on operational needs. 2 to 3 days minimum in office based on scheduled hours.