Business Systems Analyst

TL;DR

Business Systems Analyst (Traveltech): Provide Level 2 technical support and incident management for travel booking and corporate applications with an accent on troubleshooting multi-tiered web architectures and managing critical incidents. Focus on problem-solving, stakeholder communication, and operational excellence in a hybrid work model with rotational shifts.

Location: Mexico City, Mexico with hybrid work model requiring 2-3 days in office and 24x7 rotational shifts.

Company

hirify.global is a leading travel management company focused on delivering innovative travel solutions and an inclusive, collaborative culture.

What you will do

• Provide Level 2 technical support and manage incident, request, and problem resolution for travel booking and corporate applications.
• Respond to critical incidents (P1/P2) and participate in incident bridges and triage sessions.
• Monitor ticket queues globally to ensure compliance with objectives and manage service disruption communications.
• Drive root cause analysis and create knowledge articles to prevent issue recurrence.
• Engage with stakeholders and cross-functional teams including product development, SRE, infrastructure, and network teams.
• Support product transitions to 24x7 support and collaborate across regions to share knowledge and upskill colleagues.

Requirements

• Location: Must be based in Mexico City, Mexico with ability to work hybrid and 24x7 rotational shifts including 2-3 days in office.
• Bachelor’s degree in computer science, IT, engineering, or equivalent technical support experience.
• 4+ years of technical application support experience in travel industry or travel technology.
• Strong knowledge of GDS systems (Sabre, Amadeus, Travelport) and travel technology tools.
• Proficiency in troubleshooting web-based architectures, XML, APIs, .NET, Windows OS, SQL, and log analysis tools.
• Experience with ticketing systems (Freshservice, ServiceNow, Salesforce) and CRM/email management applications.

Nice to have

• Experience with AMEXGBT applications and processes.
• Certifications such as ITIL, AWS, Nexthink, Salesforce.
• Knowledge of networking, VPN, AWS/Azure cloud platforms.
• Experience with SharePoint and robotics (Compleat).

Culture & Benefits

• Flexible benefits including health insurance, retirement programs, parental leave, and wellbeing resources.
• Travel perks with deals on flights, hotels, cruises, and car rentals.
• Access to extensive learning platforms and leadership courses.
• Inclusive culture with global inclusion groups and support for diversity.