System Support Analyst

hace 2 semanas

Monterrey, México DataArt A tiempo completo

Client: Our client is a global cruise provider offering itineraries to almost 500 destinations around the world. Alongside their cruises, the company also provides hotel and flight booking services. Position overview: As a System Support Analyst, you will act as a liaison between the business and technical teams, ensuring our internal reservation systems operate efficiently and meet business requirements. You’ll analyze, document, and support system functionality while proactively resolving issues related to XML/JSON APIs and data integrity. This role is essential to the stability and enhancement of our booking platform, ensuring smooth sailing for both our users and guests. - Responsibilities: Document and evaluate business needs for system enhancements or break/fix items, clearly distinguishing between "needs" and "wants." - Identify functional gaps between business requirements and existing reservation system capabilities. - Draft detailed business requirements and technical specifications for development and QA teams. - Develop, maintain, and update end-user training materials and business process documentation. - Deliver user training sessions and provide ongoing support to internal teams. - Attend and actively participate in daily stand-up and project meetings to gather or communicate requirements. - Ensure compliance and consistency across all process redesign activities. - Provide daily user support for the internal reservation system, including resolving production issues and break/fix items. - Troubleshoot and resolve issues involving XML, JSON, and API communications. - Monitor data exchange and system activity using tools such as Splunk to detect and resolve anomalies. - Maintain data integrity and ensure best practice adherence within the reservation system. - Manage and prioritize tickets and project tasks using tools such as Jira, ServiceNow (SNOW), and shared inboxes. - Collaborate with stakeholders to investigate and resolve system-related concerns. - Provide after-hours support for critical system incidents as needed. - Requirements: Proven experience in a system support or business analyst role, preferably in the travel or hospitality industry. - Strong understanding of reservation systems and API-based architecture. - Proficient in troubleshooting and analyzing XML/JSON and API issues. - Experience with monitoring/logging tools such as Splunk. - Familiarity with Jira, ServiceNow (SNOW), or other issue tracking systems. - Excellent communication and documentation skills. - Strong organizational skills and ability to manage multiple priorities. - Ability to collaborate effectively with technical and non-technical stakeholders. - Nice to have: Experience working in a cruise, airline, or travel tech environment. - Background in process redesign or business process improvement. - Familiarity with Agile methodologies.

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