Sales and Service Applications Analyst

About the Role

Key Responsibilities

• Support the digital transformation program, as well as ongoing complex IT projects, for the sales and service organization.
• Partner with IT and Digital stakeholders to plan and execute the sales and service roadmap items, aligning short-term and long-term development goals with business objectives.
• Maintain strong relationships with business counterparts and headquarters teams that support the end-to-end ecosystem of the customer.
• Serve as a translation layer between US business stakeholders by asking the right questions, providing insight and analysis to ensure both business and technical perspectives are accounted for.
• Bring a cross-functional mindset to business initiatives.
• Work with the US business in defining and writing requirements and initiatives within a SAFe framework.
• Analyze complex business problems faced by end users of sales and service applications.
• Evaluate and document business processes, anticipate requirements, and identify areas for improvement in sales and service operations.
• Demonstrate strong leadership within a matrix organizational structure, driving collaboration, alignment, and effective decision-making across diverse teams.
• Facilitate and coordinate testing; compile and communicate findings, insights, and recommendations to stakeholders.
• Assist with communication and monitoring of sales and service application issues, coordinating with the Headquarters IT team as needed.

Requirements

• Bachelor's degree in Computer Science, a related field, or equivalent experience.
• 4+ years of experience developing and executing enterprise-wide initiatives within a large, complex business and technology landscape, preferably in a global organization.
• Proficiency in SDLC and Agile methodologies, including writing clear user stories and test cases.
• Experience participating in requirement-gathering sessions such as workshops, interviews, and meetings.
• Proven ability to thrive in ambiguous and fast-paced environments, managing tasks with minimal documentation and overcoming communication challenges.
• Experience working with e-commerce tools like AEM, Adobe Target, or similar.
• Experience with monitoring, logging, and business intelligence tools such as Splunk, JIRA, Dynatrace, or equivalent.
• Experience working in the travel industry is strongly preferred.
• Ability to collaborate across multiple teams, locations, and skillsets.
• Excellent communication, leadership, and team collaboration skills.
• Strong business acumen and problem-solving skills.

Nice to Have

• Experience working in the travel industry.
• Experience with tools like AEM, Adobe Target, Splunk, JIRA, Dynatrace.

Qualifications

• Bachelor's degree in Computer Science or a related field.
• 4+ years of relevant experience.