Senior Business System Analyst

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. Position Overview: The Senior Business Systems Analyst (Senior BSA) – Travel Mid-Office Platform serves as a strategic partner between Travel Operations, Finance, Product, and Engineering teams. This role leads complex initiatives involving mid-office automation, booking lifecycle processing, exchanges/refunds, reconciliation, ARC/BSP settlement, invoicing, and finance system integrations. The Senior BSA ensures scalable solution design, strong governance, financial accuracy, and operational stability across legacy and modern platforms. What You'll Do on a Typical Day : 1. Strategic Requirement Leadership • Lead requirement discovery workshops with Travel Ops and Finance stakeholders. • Prepare BRD, FRD, user stories with acceptance criteria, process flow diagrams, and system interaction diagrams. • Maintain and govern Requirement Traceability Matrix (RTM). • Ensure complete traceability from requirement → development → testing → production. 2. Travel Mid-Office Functional Ownership • Own end-to-end mid-office workflows including PNR ingestion, ticket issuance, exchanges, refunds, void processing, and QC automation. • Validate booking data from GDS platforms (Amadeus, Sabre, Travelport). • Define automation rules to improve Straight Through Processing (STP). • Identify and eliminate manual touchpoints. 3. Finance Operations & Settlement Governance • Lead analysis of ARC/BSP settlement processes. • Define reconciliation logic between ticketing systems, mid-office platform, and AR/AP/GL systems. • Validate fare construction, tax calculations, commissions, markups, and service fee rules. • Identify revenue leakage risks and ensure audit compliance. 4. Tools & Agile Governance • Use JIRA for backlog management, sprint planning, and defect tracking. • Use Confluence for documentation and knowledge management. • Participate in sprint ceremonies including planning, grooming, stand-ups, and retrospectives. • Support release planning and production readiness validation. 5. Integration & Data Analysis • Collaborate with engineering on API integrations (REST/SOAP), batch interfaces, and middleware services. • Validate data transformation rules and financial posting logic. • Perform advanced SQL-based backend validation. • Support legacy modernization initiatives (e.g., AS400 migration). 6. Testing & Quality Oversight • Define SIT & UAT scenarios covering complex exchange/refund and multi-segment PNR cases. • Ensure complete requirement coverage in test cases. • Support defect triage and root cause discussions. • Reduce requirement-related defect leakage. 7. Production Support & Continuous Improvement • Perform impact analysis for change requests. • Support root cause analysis for reconciliation variances and ticketing failures. • Improve MTTR for finance-impacting issues. • Establish KPI dashboards for STP rate, exception handling, and financial accuracy. What We're Looking For : Domain Expertise • Deep understanding of travel mid-office workflows and PNR lifecycle. • Strong knowledge of exchanges, refunds, ARC/BSP settlement, and reconciliation processes. Technical & Tools • Strong documentation and requirement management expertise. • Hands-on experience with JIRA, Confluence, and RTM management. • Strong SQL and data validation skills. • Understanding of APIs and integration patterns. • Experience in Agile / Scrum / SAFe environments. Leadership & Soft Skills • Ability to lead cross-functional initiatives. • Strong stakeholder management at senior levels. • Excellent analytical and problem-solving skills. • High attention to financial detail and compliance. Experience Requirements • 8–12+ years of Business Systems Analyst experience. • 5+ years in Travel Mid-Office domain. • Experience working with Finance/Accounting-integrated systems. • Experience in legacy migration and production support environments preferred. • Must be willing and able to work in 2nd shifts (3:00 PM IST to 12:00 AM IST) and occasional weekends as required. • Must be willing to work from Bangalore office location minimum 3 days in a week. Success Metrics • Increased STP %. • Reduced reconciliation mismatches. • Improved settlement accuracy. • Low requirement-related defect leakage. • Improved documentation governance compliance. • Faster release cycle stabilization. Location Bangalore, India The #TeamGBT Experience Work and life: Find your happy medium at Amex GBT. Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family. Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals. Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first. We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action. And much more! All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law. Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance. Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement. What if I don't meet every requirement? If you're passionate about our mission and believe you'd be a phenomenal addition to our team, don't worry about "checking every box;" please apply anyway. You may be exactly the person we're looking for! Click Here to Learn More