The Business Analyst – Travel Technology is responsible for analyzing, documenting, and supporting mid-office technology, agent systems, and applications used across the Global Travel Collection.
Act as a key liaison between business stakeholders and technical teams, ensuring that business requirements are accurately translated into functional and technical solutions that improve agent workflow, automation, client service, and operational quality.
Supports both leisure and corporate travel divisions by driving productivity-enhancing initiatives, overseeing system enhancements, and ensuring the successful delivery of projects related to quality control systems, automation, and integration with third-party travel technology providers.
Receive, review, and analyze service requests from internal departments including Sales, Finance, IT, Revenue Management, Reporting, Business Operations, and external clients.
Elicit, document, and validate business requirements from key stakeholders for new system implementations, enhancements, and process improvements.
Translate business needs into clear functional requirements, Statements of Work (SOW), process flows, use cases, and technical task lists.
Analyze current-state workflows and systems, identify gaps, and define future-state solutions.
Clearly communicate desired functionality versus existing system behavior to technical teams and vendors.
Provide second- and third-level support by analyzing system issues, identifying root causes, and recommending solutions.
Collaborate with supplier partners (e.g., Concur Compleat, Booking Builder, MagnaTech, Sabre, Worldspan) on system enhancements, integrations, and issue resolution.
Support testing efforts by developing test scenarios, validating system changes, and ensuring requirements are met prior to deployment.
Manage and prioritize multiple concurrent projects across departments and systems.
Track requirements, dependencies, risks, and delivery timelines to ensure on-time and high-quality execution.
Produce and maintain comprehensive documentation including requirements documents, process maps, system specifications, and user guides.
Communicate project status, risks, and changes clearly and proactively to stakeholders.
Facilitate and participate in meetings, workshops, and walkthroughs related to system functionality, integrations, and business processes.

Requirements

Bachelor’s degree or equivalent professional experience
3–5 years of experience working with mid-office or quality control systems in the travel industry
Strong knowledge of QC systems; Mid Office COMPLEAT/GDSX experience preferred
Hands-on experience with GDS platforms, particularly Sabre and Worldspan
Understanding of online booking tools and end-to-end travel workflows
Ability to translate business requirements into technical and functional documentation
Familiarity with databases and SQL for data analysis and validation
Working knowledge of version control concepts
Exposure to XML standards, web services, and system integrations
Basic understanding of Java and working-level knowledge of VB.NET
Proficiency in Microsoft Office applications

Benefits

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

business analysisquality control systemsmid-office systemsGDS platformsSQLXML standardsweb servicesJavaVB.NETprocess documentation

Soft Skills

communicationcollaborationproblem-solvingproject managementstakeholder engagementanalytical thinkingdocumentationfacilitationprioritizationattention to detail

Certifications

Bachelor's degree