Operations Analyst

Internova Travel Group is one of the largest travel services companies in the world with a collection of leading brands delivering high-touch, personal travel expertise to leisure and corporate clients. Internova manages leisure, business and franchise firms through a portfolio of distinctive divisions. Internova represents more than 100,000 travel advisors in over 6,000 company-owned and affiliated locations predominantly in the United States, Canada and the United Kingdom, with a presence in more than 80 countries.  Click here for more information about Internova Travel Group.

JOB OVERVIEW:

The Operations Analyst is responsible for evaluating and enhancing business operations. The ideal candidate should possess a strong grasp of travel agency operations, data analysis techniques, project management, and problem-solving abilities to identify areas for improvement and drive operational efficiency. This role also requires advanced Amadeus knowledge and experience supporting travel technology platforms.

RESPONSIBILITIES:

• Program Operations:
  • Analyze and optimize daily business operations.
  • Identify operational problems and lead incident management to resolution.
  • Collaborate with operational teams and system owners to identify automation opportunities.
  • Manage customer issues and disputes.
  • Establish and manage productive relationships with suppliers, stakeholders, and colleagues.
  • Serve as an operations liaison between Technology and various Internova business units.
  • Coordinate and facilitate meetings between Technology and the business.
  • Conduct training sessions as required.
  • Act as a knowledge resource on multiple projects/initiatives across the company.
  • Provide technical support for Amadeus travel technology solutions, including troubleshooting and resolving issues related to reservations, ticketing, and other travel services.
  • Assist with setup, configuration, and use of Amadeus systems.
  • Provide fulfillment support as needed including ticketing, exchanges, cancellations, refunds, and voids.
  • Monitor and maintain Amadeus application performance.
  • Create documentation and conduct training as needed.
• Project Management:
  • Collaborate with teams to establish project and task schedules aligned with objectives.
  • Define requirements and communicate with technical departments to meet deliverables.
  • Manage expectations and deliverables of senior leaders.
  • Communicate effectively with users from diverse backgrounds in a complex environment.

QUALIFICATIONS:

• Technical Expertise:

• In-depth knowledge of the Amadeus platform, its configuration capabilities, and integrations.
• Proven experience troubleshooting and resolving complex technical issues within travel technology platforms.
• Working knowledge of other GDS systems and travel industry booking processes for air, hotels, and car rentals.

• • Business Acumen:
  • Solid understanding of Internova's business model, including its business units, divisions, and key stakeholders.
  • Ability to interpret complex technical capabilities and translate them into easy-to-understand explanations for non-technical users.
  • Passion for the travel industry and a desire to contribute to its innovation and growth.

• Communication and Collaboration:

• Excellent communication skills, both written and verbal, with the ability to articulate complex technical concepts to diverse audiences.
• Strong interpersonal skills to foster positive relationships with internal and external stakeholders.
• Proven ability to collaborate effectively within a team environment and lead by example.

• Additional Qualifications:

• Minimum of 5 years of experience in an operations or Amadeus support role within the travel industry.
• Strong analytical and problem-solving skills with a proactive approach to issue resolution.
• Ability to work independently and manage multiple priorities effectively.
• Passion for customer service and a commitment to exceeding user expectations.

Pay and Benefits

Our benefit offerings include medical insurance, meal tickets, transportation allowance, paid time off, access to LinkedIn Learning webinars and courses.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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