Marketplace Platform Operations Analyst

Job Description 

The Platform Operations Analyst will handle Platform technology troubleshooting issues with internal & external partners, and operational administration of Platform configuration controls. The Analyst will also have the unique opportunity to assist the Platform Operations Manager in the creation of team processes, documentation & automation efficiencies, and Platform deployment processes into new countries along with a constant operational review on existing deployment processes. The Analyst must be an effective communicator who can prioritize issues, can hold technical conversations while being able to simplify the issue to the customer. The job holder will be part of a cross-company team supporting American Express Global Business Travel (GBT) transactions coming in from all channels.  

What You'll Do

Marketplace Platform Technology Platform Support & Troubleshooting: 

• Receive supply technology related issues or queries regarding platform configuration, functionality or complex issues, research to fully diagnose the issue and respond within established SLA's. 

• Provide technical and functional support to internal customers and business partners on issues such as platform stability (e.g. booking failures) and missing content queries (e.g. missing rates or suppliers) among other issues. 

• Perform trending analysis on issues (reported or identified during analysis) and determine whether issues could be resolved by an MMP code changes, or processes and outline change recommendations; or alternatively, fed back to partners for action. 

• Participate in a bug triage process, working with the Manager to assign the right priority on issues, based on commercial and customer impact. 

• Assist in the creation of knowledge base articles for internal and external support teams to instil a self-serve culture reducing escalations where possible. 

• Routinely update customers in line with agreed Service Levels on open issues. 

Marketplace Platform Configurations: 

• Administration of supply configurations & settings. 

• Ensure feeds of client & GBT negotiated data are integrated without interruptions so GBT can continually optimize client travel programs whilst supplementing with valuable GBT negotiated content.  

• Carry out regular supply settings reviews to ensure optimal display of supply. 

Marketplace Platform Subject Matter Expertise: 

• Be a true subject matter expert with strong functional & technical knowledge throughout the product’s lifecycle. 

• Keep up to date with supply technology, knowledge & skills. 

• Assist in the maintenance of training material on Connectors & the Supply Optimization Console. 

Marketplace Platform Deployment Processes in existing & new countries: 

• Understand & map/document deployment processes. 

• Gather required data and analysis of existing processes. 

• Create training requirements for new countries or updates in existing countries. 

• Constant review of deployment processes across the GBT ecosystem in existing countries. 

• Working with global teams to document & prioritize issues related to development and deployment activities. 

• Provide technical support to these teams to ensure successful roll-out. 

What We're Looking For

Essential Core Skills/Experience:  

• 2+ year experience in Product Support, preferably in travel with extensive experience of troubleshooting software issues   

• 2+ years of strong knowledge of Travel Distribution, systems & processes 

• GDS experience is a must 

• Non-GDS API experienced and knowledge a plus 

• Good analytical skills 

• Able to work effectively in a complex, diverse, global and changing environment 

• Good written and verbal communication skills 

• Can navigate the organization, collaborate effectively with multiple stakeholders 

• Familiarity with business travel  

• Travel Operations experience is a plus 

• Travel e-Commerce experience and knowledge a plus (OTA or OBT experience) 

• Strong hands-on delivery in travel settings configurations 

• Experience in using a CRM system to track and resolve issues  

Professional/Technical Skills:  

• Business acumen 

• Customer service mind-set 

• Can interpret data and quickly identify symptoms & root causes 

• Can prioritize and balance multiple tasks 

• Can interact effectively with non-technical & highly technical users 

• Good time management and prioritization skills  

• Solid follow through with minimal management    

• Strong planning and organizational skills 

• Great problem solving and consultative skills 

• Juggles tight deadlines with a focus on quality and details 

Personal Qualities 

• Confident professional and personable approach  

• Excellent organizational skills       

• Self-motivated and driven 

• Good time management skills 

• Builds & maintains effective relationships  

• Team Player     

• Thinks in a process driven/problem solving manner with attention to detail  

• Is curious, asks why and seeks more information 

• Is creative, can think out of the box   

Competencies 

Professional Capabilities 

Understands technical or professional aspects and continually maintains technical knowledge. Analyses issues and breaks them down into their component parts. Makes systematic and rational judgments based on relevant information. Speaks clearly, fluently and in a compelling manner. Writes in a clear and concise manner.    

Personal Capability 

Interacts with others in a sensitive and effective way. Respects and works well with others. Successfully adapts to changing demands and conditions. Maintains effective work behaviour in the face of setbacks or pressure. Remains calm, stable and in control. Works hard towards goals. Shows enthusiasm and career commitment.  

Entrepreneurial Capability 

Identifies fresh approaches and shows a willingness to question traditional assumptions. Demonstrates a readiness to make decisions, takes initiative and originates action.