TravelClick engineers develop, test and support next-generation BI technologies that change how leading hotels analyze, explore, and interact with data. More than 22,000 hotels leverage TravelClick Business Intelligence Solutions, including the top ten global hotel chains and thousands of independent hotels. The TravelClick BI platform turns terabytes of raw data including 10 billion hotel rates collected monthly into analytics to drive hotel marketing, revenue management, and business strategy.
TravelClick is looking for a talented analyst who shares our vision for continuously improving the customer experience, who is motivated by challenging problems in distributed systems, who has exceptional problem solving skills to provide system analyst support and who has proven management skills to provide project management support, to join the team based in our Atlanta office. We need our analyst to be versatile and passionate to drive strategies, tackle new problems and analyze existing solutions while continuing to push our products forward.
The role of the Business Analyst, BI L3 is to oversee the Business Intelligence Level 3 service team. The position will be responsible for implementing the company’s L3 process and making sure all BI customer care tickets are reviewed, analyzed, and triaged within a specific SLA by the L3 team. This position is the key person to liaise with Level 2 Customer Support, the Level 3 Technology team, Development leads and Product Management. They will need to meet regularly with all of these groups to maintain that customer tickets are getting the proper attention and support and that it is being communicated back to the Level 2 team and the customer.
They will be the main point of contact for L2 customer care escalations as well as internal communications with the product team around releases, patches, and service outages.
Experience and Qualifications: