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AIRLINE: The Senior Business Analyst has a leadership role in various assignments in Customer Service and supports both external and internal customers. A high level of knowledge of airline fare management practices is highly desirable. The Senior Business Analyst is considered a subject matter expert in his/her responsibilities. He/she leads others by creating and/or ensuring established business processes and procedures are followed. Essential job duties include:
Understand and analyze complex customer requirements, perform needs analysis, and produce detailed documentation and/or recommendations for stated requirements
Provide leadership and guidance for assigned projects, including large and long-term projects
Effectively communicate across all levels of the organization
Recommend business process improvements or efficiencies within the department and across the division
Gather, capture and/or provide analysis; provide recommendations or changes in practices based upon research or experiences
Assist customers in using and understanding products and services to meet their business needs. Also, provide assistance in product/process training when necessary
Understand and analyze complex product processing issues or program malfunctions and be able to communicate them effectively to appropriate stakeholders
Prepare problem records, documentation of recurring problems
Effectively communicate product functionality to various levels of users internally and externally
Provide testing support for new products and product enhancements
Provide accurate and timely problem identification
Create documentation and reports that are up-to-date and accurate
Readily transfer knowledge on an informal basis with other team members
Display excellent written and verbal communication skills
Handle customer contact with diplomacy and efficiency.
Education Four-year college degree required. MBA degree preferred or equivalent experience.
Work Experience
Three or more years of experience in a customer/data/product support role. Airline Revenue Management knowledge is a plus
Business process management and CRM tool experience is highly desirable.
Specialized skills
Analytical - Excellent research, analytical, and problem solving skills; Sees problem resolution through to successful completion
Teamwork - A team player able to work with business personnel, customers and technical staff
Organizational - Must be able to handle multiple tasks simultaneously; Able to prioritize and maintain an organized work area; Provide leadership for projects and tasks; Highly motivated, continually seeking new responsibilities; Can work independently or in a team environment; Learns new tasks in a short time frame and retains acquired knowledge
PC Skills - Proficient use of a PC, including experience in the use of Microsoft Suite of tools – MS Word, Excel, PowerPoint, CRM, Access etc.
Duration: 12 months + or full time.
Rate: Please quote your best hour/day rate or expected salary.
Client will consider freelance or full-time employees for this role.
Email: Emma@which-consulting.com
LinkedIn: www.linkedin.com/in/EmmaCrawford
Ref: A1-A-BACS