Senior Business Analyst Customer Recovery

 

 

Position Summary

The Senior Business Analyst (BA) is an interdisciplinary role that bridges the gap between Customer Recovery operations and technology solutions within the System Operations Center (SOC). This role partners closely with operational and technical stakeholders to support, enhance, and optimize critical recovery tools (e.g., SolutionTech, Reaccom, etc.) that enable effective disruption management and customer recovery operations.

 

The Senior BA serves as a subject matter expert for customer recovery systems, workflows, and operational processes, driving alignment between business needs and technical solutions. This role leads complex analysis to identify process and system gaps, improve recovery capabilities, and optimize tools that support efficient, consistent, and customer-focused recovery outcomes.

 

This position reports to the Customer Recovery Senior Manager.

Essential Responsibilities

• Elicit, document, and communicate business requirements, including product scope, objectives, user acceptance criteria, User Acceptance Testing (UAT), and test script development and maintenance.
• Proactively identify operational and system challenges and drive continuous improvement through scalable solutions that enhance system performance and customer recovery outcomes.
• Serve as the primary end-user escalation point for assigned business systems.
• Partner with business users and IT teams to report, prioritize, track, and resolve product and system issues.
• Mentor and support Business Analysts in their development and day-to-day responsibilities.
• Assist in the development of business cases supporting system enhancements, new functionality, process improvements, and replacement systems.
• Conduct alternative analyses to evaluate potential solutions and recommend the most viable path forward.
• Support IT System Managers and Project Managers for assigned products, systems, and initiatives.
• Monitor and communicate the status of approved initiatives, including progress, resource availability, risks, and dependencies.
• Develop and maintain product roadmaps for assigned business systems.
• Support IROPS and crisis response activations, including operational recovery efforts as needed.
• Work Customer Recovery operational schedules as needed to support business continuity and operational needs.
• Identify opportunities for cost savings, operational efficiencies, and process improvements related to product enhancements and system requests.
• Identify, document, and report product deficiencies through established processes and governance channels.
• Other duties as assigned.

Minimum Experience and Qualifications

• Bachelor’s Degree in Computer Science, Business or relevant field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience
• Three (3) years of airline operations experience.
• One (1) year of experience supporting quality assurance activities, including User Acceptance Testing (UAT) and business partner relationship management.
• Proficiency with Microsoft Office Suite applications, including Microsoft Project and Visio.
• Available for occasional overnight travel (10%)
• Must pass a pre-employment drug test.
• Legally eligible to work in the country in which the position is located.
• Authorization to work in the US is required, this position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Three (3) years of Business Analyst experience.
• One (1) year of experience in Project Management, software development, or related technology roles.
• Business Analyst training and/or CBAP certification preferred.
• Working knowledge of customer recovery and operational platforms, including Sabre Reaccom, SolutionTek, 15below, DPAX, Uber for Business, and Travel Bank.
• In-depth knowledge of the Business Analysis Body of Knowledge (BABOK), business analysis methodologies, and project planning tools.
• Strong understanding of customer recovery operations, SOC-related systems, and recovery optimization processes.
• In-depth knowledge of IT concepts, strategies, methodologies, and system development lifecycles.
• Thorough understanding of business operations, organizational objectives, and strategic planning processes.
• Strong organizational, analytical, problem-solving, and decision-making skills.
• Ability to work independently with a strong sense of urgency and attention to detail.
• Effective negotiation, facilitation, colla