Senior Business Process Specialist - Gurgaon - American Express Global Business Travel

American Express Global Business Travel Gurgaon

1 week ago

Full time

Description

About American Express Global Business Travel

We're a company that inspires our colleagues to find purpose in their work through travel. Our mission is to help our colleagues achieve success and foster an inclusive culture where everyone's voice matters.

Job Overview

The Service Design Technology Process Analyst will provide domain expertise on Traveller Care products and processes to multiple teams across the GBT network. This role will work closely with various teams, including P & T, SSO, E-Comm, Solution Implementation & Deployment, GSP, L & D, and Traveller Care. Additionally, this position will support internal partners in articulating requirements and validating impact on POS tools related to external or 3rd party products (e.g., Sabre, Groundspan).

A Typical Day

Act as a domain expert on Traveller Care products and processes
Provide knowledge and recommendations on solutions required to integrate into GBT POS Processes
Evaluate the impact of new products or processes introduced across the Traveller Care environment
Collaborate with Program teams to gain understanding of requirements/processes through conference calls, workshops
Prepare Functional Design Documents & User story documentation relating to the Traveller Care Point-of-Sale products for use by development and tech teams
Create clear process flow documentation including downstream impacts
In addition, create walk-through videos to be used to educate UAT as well as those creating/delivering learning materials
Demos may be required to stakeholders, leadership, and/or Vendors to visualize and contextualize process changes and impact as it relates to GBT
Accountable to refine impact and requirements based on Proof of Concept & Pilot outcomes
Ability to collaborate with team members and business partners across global Amex GBT locations
Ability to work independently in complex, fast-paced virtual team environment with remote leadership
Properly evaluate and escalate 2nd level support ticket via SNAP
Clear and concise maintenance of project documentation and tracking via relevant tools e.g. Jira, Confluence, Sharepoint
Influence outcomes by leveraging relationships
PASSion for generating ideas and driving continuous improvement
Ability to demonstrate attention to detail and focus on quality
Ability to identify issues or challenges requiring escalation
Keeping up to date with industry changes that impact our TC workspace
Due to the global nature of the role, work occasionally may be required such as team calls outside of normal business hours but planned/discussed/arranged accordingly with the employee first

Requirements

To succeed in this role, you will need:

4+ years of professional experience as Process Analyst
Advanced Amadeus GDS experience a must and multi-GDS understanding is a benefit
Understanding of functional aspects of POS tools, scripts, robotics, front/mid/back-office systems and processes desirable
Knowledge of Online Booking tool processes an asset
Highly technical aptitude with the ability to communicate complex interrelations in a less complicated way
Strong process mapping and impact assessment skills
Analytical thinking, flexibility, the ability to act independently and on own responsibility
Good prioritization and time management skills
Highly reliable with the ability to withstand stress in a fast-paced, changing environment
Ability to drive change in the face of possible resistance through cooperation and collaboration (Change Management Skills)
Creative thinking skills with an emphasis on pragmatic solutions
Strong interpersonal skills/relationship building/team-oriented
Excellent written and verbal communication skills
Proficient in Microsoft applications; Outlook, Word, Excel, Visio, and PowerPoint. Knowledge of Smartsheet, Confluence, and Jira desirable but can be trained.

Benefits and Perks

We offer a range of benefits to support your career growth, including:

Flexible benefits tailored to each country, starting from day one
Travel perks: choose deals each week from major travel providers on flights, hotels, cruises, car rentals, and more
Develop the skills you want when the time is right for you, with global tuition assistance and access to over 20,000 courses on our learning platform
Wellbeing resources to support mental and emotional health for you and your immediate family
Equal consideration for employment without regard to age, sex, gender, pregnancy, race, color, citizenship, religion, disability, or any other class or characteristic protected by law
We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT

Location

India

Estimated Salary Range: ₹10,50,000 - ₹15,75,000 per annum

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