[Hiring] Business Analyst @International SOS

Role Description

The Business Analyst, Travel Research & Analysis is responsible for investigating travel booking issues, customer complaints, operational discrepancies, and travel technology platform defects. This role partners closely with the Senior Manager, Travel Research & Analysis to conduct detailed research, perform root cause analysis, identify corrective actions, and support the resolution of customer and operational issues.

The ideal candidate combines strong analytical and problem-solving skills with extensive travel industry knowledge. They must be able to navigate travel reservation systems, analyze booking data, understand travel agency workflows, and work cross-functionally with Product, Technology, Operations, Finance, and Customer Service teams to improve platform performance and customer satisfaction.

Key Responsibilities

• Research & Investigation
  • Investigate complex customer issues, booking discrepancies, ticketing problems, refund requests, and service failures.
  • Research travel records, reservation data, transaction history, GDS activity, supplier information, and customer interactions to identify root causes.
  • Review system logs, booking workflows, and operational processes to determine where failures occurred.
  • Document research findings and provide detailed recommendations for resolution.
  • Assist with high-priority customer escalations requiring detailed analysis and investigation.
• Defect Analysis & Root Cause Identification
  • Analyze reported platform defects and system issues impacting customers or operations.
  • Work with Product and Technology teams to reproduce issues and identify root causes.
  • Document business requirements and defect details for technical teams.
  • Validate that reported fixes fully resolve identified issues.
  • Track recurring issues and identify trends requiring broader corrective action.
• Travel Operations Support
  • Serve as a subject matter expert on travel booking processes across air, hotel, car rental, and ancillary travel products.
  • Analyze end-to-end booking workflows to identify process gaps and operational inefficiencies.
  • Support investigations involving ticket exchanges, cancellations, refunds, schedule changes, and supplier-related issues.
  • Assist operational teams in researching complex reservation and servicing challenges.
• Data Analysis & Reporting
  • Analyze booking data, customer complaints, operational metrics, and defect trends.
  • Create reports, dashboards, and summaries to support management decision-making.
  • Identify recurring customer pain points and recommend improvements.
  • Monitor issue resolution effectiveness and customer recovery outcomes.
• Business Requirements & Process Improvement
  • Translate operational and customer issues into clearly documented business requirements.
  • Assist in developing process improvements and operational controls.
  • Support User Acceptance Testing (UAT) activities for system enhancements and defect fixes.
  • Create workflows, process documentation, and knowledge base materials.
• Cross-Functional Collaboration
  • Partner with: Product Management, Technology Teams, Customer Service, Supplier Relations, Finance and Reconciliation Teams, Travel Operations.
  • Participate in defect review meetings and issue resolution discussions.
  • Communicate findings and recommendations to business stakeholders.

Qualifications

• Strong analytical and critical-thinking skills.
• Experience investigating and resolving complex business or customer issues.
• Ability to analyze large data sets and identify patterns and trends.
• Strong organizational and documentation skills.
• Excellent written and verbal communication skills.
• Root Cause Analysis.
• Business Analysis.
• Travel Industry Knowledge.
• Sabre Expertise.
• Data Analysis.
• Problem Solving.
• Research & Investigation.
• Customer Focus.
• Process Improvement.
• Documentation.
• Critical Thinking.
• Stakeholder Management.

Requirements

• Bachelor's degree in Business, Travel Management, Information Systems, Hospitality, or related field.
• 3-5+ years of experience in travel operations, travel technology, business analysis, or customer issue management.
• Ability to communicate in English (verbally and written) in a polished and professional manner is required.

Preferred Qualifications

• Experience working with Sabre GDS including: Air reservations, Ticketing, Exchanges, Refunds, Queue management, PNR analysis.
• Familiarity with: Sabre Red 360, Sabre APIs, NDC content, Airline servicing workflows.
• Understanding of travel agency back-office operations including: ARC processing, BSP processing, Ticket reconciliation, Refund management, Debit memos, Credit memos, Quality control procedures.
• Experience with online booking tools and travel technology platforms.
• Advanced Microsoft Excel skills.
• Experience with reporting tools such as Power BI, Tableau, SQL, or similar platforms.

Work Environment & Physical Requirements

• Must have a dedicated, quiet, and private workspace free from distractions.
• Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.
• Reliable high-speed uninterrupted internet connection meeting minimum company standards.
• Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.
• May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies.

Company Description

Aspire Lifestyles is committed to ensuring accessibility for all persons with a disability and to providing excellence in serving all customers including people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.