Platform Operations Analyst, Supply Marketplace

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Main Purpose:
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.

Key Duties & Responsibilities:
Supply MarketPlace 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 SMP 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.

Supply 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.

Supply MarketPlace Subject Matter Expertise:

- Keep up to date with supply technology, knowledge & skills.
- Assist in the maintenance of training material on Connectors & the Supply Optimization Console.

Supply MarketPlace 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.

Relationship Management / Partners with:

- GBT Supply Partnerships & Client Account Teams to ensure customer satisfaction on support & resolution of issues within accepted service levels.
- GBT Product Teams to offer feedback on issues or enhancement requests.
- Neo Technology Group Development Team to ensure timely resolution of issues reported and technical stability of the platform.
- 3rd party technology partners to ensure timely resolution on issue escalations to their technical teams and an excellent operational management.

The above Job Description is not meant to be exhaustive; duties and responsibilities may therefore vary over time according to the changing needs of the company

Qualifications:
Preferably educated to University Degree level

Essential Core Skills/Experience:
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