Systems Analyst

Job Description

ExpediaEgencia, an Expedia Group Company is seeking a System Analyst for their Technical Support Team which is an integral part of the Egencia Product Development team that interfaces with all other teams across Expedia.We provide support on technical issues and identify opportunities to continuously improve our products. This may also require core code changes in order to resolve the problem. We also partner with the Program Management, Development and Testing teams to prioritize and resolve these issues.What will you do:

• Queue management of cases and timely resolution (within SLA) of technical cases escalated to the team
• Troubleshoot live site issues, engage appropriate parties, and drive through to resolution
• Generate and present metrics, reports, and define and distribute SLA s
• Document and fine-tune team processes
• Oversee the FrontOffice system for stability, uptime, and troubleshoot for issues as encountered
• Should be flexible with working in shifts on need basis.
• Work closely with Support teams Globally in , plan a handover on daily basis
• Bug management by opening relevant bugs with appropriate level of technical information and prioritization to yield bug fixes.
• Participate in triage with the product teams as well as the business teams
• Run communication cadence with key stakeholders to keep them abreast of any issues
• Manage expectations of key features and capabilities from a fix perspective
• Analyze data from the incident management system and understand trends, patterns and act on it
• Other responsibility also includes overseeing the flow of information from internal customers all the way to product development teams and ensuring high impact issues are addressed in a timely manner with agility
• Participate and run key meetings with the global team and look at patterns, trends and work proactively to address case volume reduction via process changes, product changes or implementing self-service within the user community
• Stay abreast of technology advancements bringing focus to those that will benefit Expedia
• Interact with customers, business stakeholders, product development teams and peers to share information and help leadership improve cross-departmental processes
• Work with Product Development team to influence supportability architecture and influence designs to include instrumentation for supportability
• Manage expectations of key features and capabilities from a fix perspective

Who you are-You will fit this role if you have:

• Bachelor of Engineering/Science degree preferred from accredited college/university or equivalent exp required
• At least 6-8 years of experience in providing technical Application level support or Travel Industry Support background will be given preference.
• Ability to write complex SQL Queries and good understanding of web technologies, work in a fast paced environment and manage multiple issues simultaneously.
• HTML/ASP skills and other programming skills along with administration of Sales force would also be a plus.
• Prior experience with Microsoft Dynamics, Oracle, Sabre, Worldspan and Amadeus is a plus and highly desirable.
• Working in Banking and Finance related setup or Support environment along with ITIL methodologies will be an advantage
• Incident Management, Application user skills at an intermediate level, Experience of using tools like Service Now, Salesforce.com,Jira , Strong Technical troubleshooting and communication skills, knowledge of SDLC, SCRUM, Agile methodologies, Sharepoint and Microsoft Office is required.
• Organizational savvy with strong communication and interpersonal skills
• Utilize impact and influence skills to drive changes, and consensus across organizations

Prior experience with technical support queue resolution and ability to troubleshoot web based technical problems in a 2-3 tiered architecture is a must have.Why Join UsExpedia Group recognizes our success is dependent on the success of our people. We are the worlds travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make peoples lives better that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.Whether youre applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.Our family of travel brands includes: Brand Expedia , Hotels.com , Expedia Partner Solutions, Vrbo , Egencia , trivago , HomeAway , Orbitz , Travelocity , Hotwire , Wotif , ebookers , CheapTickets , Expedia Group Media Solutions, Expedia Local Expert , CarRentals.com , Expedia CruiseShipCenters , Classic Vacations , Traveldoo , VacationRentals.com and SilverRail .About Expedia Group Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Groups family of brands includes: Brand Expedia , Hotels.com , Expedia Partner Solutions, Vrbo , Egencia , trivago , Orbitz , Travelocity , Hotwire , Wotif , ebookers , CheapTickets , Expedia Group Media Solutions, Expedia Local Expert , CarRentals.com , and Expedia Cruises .2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.,

Keyskills :
corporate social responsibilitysql queriesfront officemedia solutionscustomer supportweb technologiesmicrosoft officetechnical supportmanagement systemprogram managementmicrosoft dynamics