Product Definition Analyst (Level 3 Support)

Job Title

Product Definition Analyst (Level 3 Support)

About Your Business Area/Department:

Amadeus Hospitality Business Intelligence (BI) is looking for a Product Definition Analyst (Level 3 Support) for the BI Technology team. This team is responsible for building and supporting components responsible for performing high volume data imports and analytics.

The Amadeus Hospitality BI products provide critical insights to our customers that assist them in increasing revenue and profitability. Ensuring access to the right data at the right time helps our customers accelerate revenue for long term growth.

With Amadeus' Hotel Business Intelligence Solutions, customers unlock a complete, 360-degree view of rate, occupancy, and distribution trends with both forward-looking and historical data, as well as data from different competitive sets in their market.

Summary of the role:

As a Product Definition Analyst for Hospitality Business Intelligence, you will be responsible for supporting the operational workflows of multiple products used by internal and external customers.

You will ensure all service requests raised are reviewed, analyzed, and triaged within SLA. You will be the liaison between different groups - Level 2 Customer Support, Level 3 Technology team, Development leads, Product Management etc. You will coordinate with all groups to ensure service requests are getting due attention and support, and status is being communicated back to the relevant stakeholders.

You will be the main point of contact for customer care escalations, as well as internal communications around releases, patches, and service outages with all the stakeholders.

In this role you'll:

• Investigate, analyze, and provide comprehensive solutions for service requests for Amadeus portfolio of BI products. Should have strong debugging skills.
• Manage day-to-day level 3 support workflow, including stakeholder communications and engage with stakeholders across different groups to understand and document the issues reported.
• Investigate level 3 issues and pursue fixes in accordance with business objectives and their agreed upon SLAs
• Research and document current business processes, spot trends in defects to recommend improvements and/or system enhancements to improve stability and support effectiveness
• Monitor and maintain availability, reliability, and overall health of systems. This can include designing, developing, and implementing monitoring processes to troubleshoot/resolve issues.
• Proactively engage in activities to learn about other businesses and products that are impacted by or that impact the BI product line.
• Supporting the release and deployment of our products, which may include post-production deployment testing or taking part in user acceptance testing cycles

About the ideal candidate:

Education

Bachelor's or master's degree in a relevant field of work or an equivalent combination of education and work-related experience.

Certified Scrum Product Owner (CSPO) or Certified Scrum Master (CSM) Certification, a plus.

Relevant work experience

• 4-5 years of experience working in client facing-technology as a business analyst or system analyst.
• Must have experience working in RDBMS
• Exposure to PL/SQL including stored procedures, packages, functions etc.
• Working knowledge of UNIX/Linux shell scripting or PERL/Python; Java; JavaScript is a plus
• Ability to quickly learn company processes and new workflows
• Problem solving and structured analysis skills
• Business-client oriented mind-set with strong attention to detail and follow-up
• Self-starter - ability to manage tasks independently and with minimal supervision
• Solution-oriented problem solver - ability to solve day-to-day problems in a highly volatile environment
• Ability to work across multiple tasks with changing deadlines and priorities
• Good to have, technical knowledge of Hospitality BI Analytics and Reporting solutions used within Amadeus.

Skills

• Computing: MS Office, Rally / JIRA
• Languages: Fluent written & verbal English mandatory.
• Specific knowledge: SQL, Agile, SAFe Methodologies
• Other: Cloud (Azure)

What we can offer you:

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.
• Work from anywhere: onsite, hybrid or fully remote.

• Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.
• Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.

Application process:

The application process takes no longer than 10 minutes!

Create your candidate profile, upload your Resume/CV and apply today!

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.