Sr. Business Analyst II

Expedia

Global Customer Operations (GCO) is redefining Customer Care for the travel industry, and needs smart, strategic thinkers who are also masterful at implementation. Expedia is seeking an experienced Sr. Business Analyst to support the Continuous Operations Team within Global Customer Operations capable of handling multiple dynamic projects and process improvement efforts. The Continuous Operations Team consists of three core functions for Expedia Inc., Crisis Management for Expedia Travelers and the Expedia Global Customer Command Center.

Responsibilities:
Lead and drive global process improvements to optimize internal and external procedures across many department projects or initiatives that require operational support.

Ownership of the Business Resiliency Process which ensures all calls globally are handled in a time of crisis. This role is responsible for partnering with all facets of GCO to ensure resiliency plans are established and kept current as we add new tools, technologies, centers, and partners.

You will be responsible for building a production integration process for new contact centers and systems/tools transitioning to production support. This process should simplify the transition of items to production and include all operational requirements for support teams including knowledge articles, monitoring, capacity assessment for systems and teams, staffing assessments and any ongoing financial impacts.

Minimum required skills / qualifications:
Is recognized as an expert in their knowledge in their area of responsibility and can work with the customers to define requirements that will strategically drive efficiencies.

Has thoroughly demonstrated working knowledge to conceptualize, document and communicate innovative solutions to meet business objectives and can reconcile short-term solutions with long-term objectives and infrastructure strengths.

MS Office Tools (Word, Excel, Project, PowerPoint, Visio)

Thorough working knowledge of various business process and system modeling tools including: Data Flow Diagrams, Process Models, ER diagrams, Dimensional Data Models, Context Models, Event Modeling, State Modeling, Process decomposition, and Use Case Scenarios

Work requires ability to gather and interpret data from different sources, and use strong analytical skills to resolve complex problems

Possess excellent written and oral communication skills, including the ability to establish and work within a consistent documentation framework

Required skills:
High degree of competency within all phases of process analysis, including issue and risk identification and management, change management, tracking dependencies and milestones and communication of overall project status.

5+ years of experience in professional technology or operations organization and business process design.

Six Sigma, ITIL or other Process Improvement methodology certifications or training a plus

Proven leadership and analytical skills in previous roles

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Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s I-9 to confirm work authorization.