Business Systems Analyst

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.

• Provide Level 2 technical support for AMEX GBT Travel booking applications, Travel Transaction (PNR) quality control, and auto ticketing applications like Compleat, Travel Counselor Servicin,g 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

• Maintain a 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

• Support product transitions 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

• Bachelor’s degree in computer science, Information Technology, Engineering, or equivalent technical level 2 application support experience

• 5+ years of technical application support experience in the travel industry, preferably in a Travel management company (TMC), travel technology, or a large software enterprise company

• 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 Compleat robotics or similar applications will be a strong plus

• Experience with AMEXGBT applications and processes is a plus

• Strong knowledge of GDS systems (Sabre, Amadeus, Travelport) and travel technology across front, mid, and back-office tools

• Deep expertise in Travel Transaction (PNR) quality control and auto ticketing applications like Compleat.

• Deep expertise in reading and interpreting PNR content, connecting it with technology processing capabilities, and effectively problem-solving.

• Hands-on experience of troubleshooting multi-tiered web-based architectures and desktop applications

• Proficiency in reading and debugging - XML, APIs, Web services, .NET Framework, and SQL queries

• Experience with log analysis tools (Datadog, Nexthink, Kibana, Grafana, SOAP UI)

• Knowledge of networking, VPN connections, and AWS/Azure

• Experience with ticketing systems (Fresh service, Service Now, Salesforce) and incident, case, and request management platforms

• Salesforce and CRM/Email management applications experience preferred

• MS Office suite proficiency (Outlook, Word, Excel)

• Travel PNR Quality control and Auto Ticketing Robotics (Compleat) experience is a strong plus

• Expert problem-solving skills with strong attention to detail and the ability to 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…