Business Analyst, Service Delivery

Business Analyst, Service Delivery

R3954

Location

Toronto

Career Track

Technology

Business Analyst, Service Delivery

Business Analyst, Service Delivery 

Our Technology team is the backbone of our company: constantly creating, testing, learning and iterating to better meet the needs of our customers. If you thrive in a fast-paced, ideas-led environment, you’re in the right place. 

Why this job’s a big deal 

As a Business Analyst (Service Delivery), you will be accountable for the quality of Services provided to Priceline's Business Customers and Affiliates post on-boarding for day to day operations. The core focus of this role is to improve the effectiveness and performance of our Day 2 operations as well as strengthen our Supply/vendor relationship management. This includes activities like event and alert management, driving process improvements for handling post production support activities, performing application health checks and monitoring, implementing standardized dashboards for monitoring IT infrastructure, alerting & escalating, Driving external customer calls, Driving RCA's, Escalation handling etc.

In this role you will get to: 

  • Serve as the single point of contact and liaison for Day 2 operations (post production) between Priceline and its Business Customers, Affiliates and partners.

  • Coordinate with resources and contractors responsible for RCA and fixes of operational issues that focus on multiple cross functional areas such as Hotels, Flights, Cars, Packages and more.

  • Handle critical issue calls with internal and external customers.

  • Collaborate with customer, account team, Technology, Product & TPM to meet project deliverables & ensure successful Transition/onboarding of new projects on to Day 2 operations.

  • Responsible for successful planning, implementation and execution of the contracted services as defined in the Service Level Agreement (SLA), as well as ensuring compliance of Operational practices.

  • Accountable for quality of service, including ownership of process improvement and developing Service Performance reports

  • Analyzing & Maintaining Operational Data, Monitoring Product Inventories & Reporting this Data in Customized Reports, adhering to policies and processes throughout the company.

  • From a performance monitoring perspective, standardize and build dashboards that provide at- a glance views of key performance indicators.

  • Ability to quickly create highly personalized data dashboards for various internal partners (Tech, QA, Service Delivery, NOC, Business, LT team) with various charts, gauges, & graphs depending on the user’s role and current focus.

  • Possess an understanding of any of these Monitoring Tools like Splunk, SignalFX, SolarWinds, New Relic, Catchpoint, ExtraHop, Devo and CloudWatch of Monitoring tools and Data Visualizing methodologies

  • Coordinate responses to outages, communicate to stakeholders & create insightful reports for management distribution. Publishes all service level reporting for internal/external customer consumption

  • Configure standardized dashboards to connect to 3rd party alerting tools such as Pager Duty – to provide immediate attention to alerts, resolve or escalate accordingly.

  • Work closely with Ops teams (Service Delivery & NOC) to support on outages or production issues from a monitoring stand point by performing daily service health checks of all our supplier connections against expected set SLA metrics. Contribute towards business value by ensuring flawless operations.

  • Liaise with SRE team for traffic capacity estimation, forecast, planning and monitoring.

  • Use extensive experience to improve efficiency in alert/event intake, correlation, and processing to drive faster and more reliable incident detection, escalation and mitigation

  • Serve as an SME on Monitoring tools & Knowledge and experience working in an ITIL service management organization

  • Be data driven based on understanding of common goals & identify gaps.

  • Streamline issues/tickets data upon closure to derive meaningful insights for product enhancement/Gaps or functional training for Engineering & product Organizations.

  • Review outcome and assist product teams to analyze data to drive positive change.

  • Set right alerts and triggers in the reporting and monitoring tools to catch and abnormalities and bring instant visibility

Who you are: 

  • Bachelor's degree in the field of Information Technology, Computer Systems or Management. Master's degree preferred.

  • Experience leading/working with different teams in a global environment

  • Demonstrable experience in IT industry

  • Experience ecommerce/OTA/travel is strongly preferred

  • 5 or more years of experience with customer implementations

  • Project Management and IT Service Management experience

  • Ability to connect and communicate with all levels of management internally and externally. Strong verbal communication and listening skills with strong analytical abilities

  • Proficiency in creating and delivering formal training programs and presentations

  • Functional and technical troubleshooting experience

  • Have proven knowledge of Excel, Word, PowerPoint and a general understanding of computers and networks

  • Ability to lead and direct multiple projects simultaneously; ability to delegate work to subordinate employees; proven leadership ability.

  • Willingness to travel to customer locations and/or other global office locations

  • Ability to translate customer needs into business requirement documents

  • Ability to work with technology to translate BRDs into TRDs

  • Demonstrated history of living the values important to Priceline: Customer, Innovation, Team, Accountability and Trust.

  • The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics are critical.

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