Operations Analyst (M1)

Job Title: Operations Analyst (M1)
Business Unit: Connectivity Operations
Location: Global (Dallas, Wilkes-Barre, Shanghai, Barcelona)
Supervisor Title: Supervisor, Customer Support

Job Description (Primary Purpose)

Operations Analyst is an entry-level role responsible for day to day task support for connectivity partners as required to enable the electronic distribution of Supplier inventory to their connected Distributor partner(s). Analyst will be responsible for the managing and completion of tasks such as property loading and activation, rate plan mapping, room type mapping, rate plan and room type white list/black list management, data loading (taxes, cancel policies, etc…) and basic issue research and troubleshooting.

The Operations Analyst position is a key point of contact for DerbySoft customers, and requires logical and analytical thinking, attention to detail, and the ability to communicate clearly and professionally to both internal and external customer groups.

Key Responsibilities and Duties

  • Understand and follow outlined processes
  • Manage/maintain/update process documents as needed
  • Responsible for multiple customers
  • Monitor and respond to assigned support email traffic though osTicket
  • Meet or exceed Service Level Standards for all support requests
  • First level support for all requests
  • Build and quality check new products, properties
  • Manage day to day data load and rollouts (new properties, products, fees, ect.)
  • Attend customer calls to review operational updates/issues
  • Basic troubleshooting

Experience and Skills

  • Electronic/online product distribution (preferably travel product)
  • GDS or Hotel CRS experience
  • Ticket-system or email-based support desk experience
  • Knowledge of Excel data formulas, Excel Macros, SQL, ElasticSearch/Hadoop log systems, XML/JSON message structures preferred
  • Interactions with international customer base
  • Interactions with customers for whom English is a secondary language
  • Ability to adapt communications to audiences with varying levels of technical knowledge/skills

Performance Standards

  • Must be detail-oriented
  • Must be capable of basic troubleshooting
  • Ability to multi-task and mange time efficiently
  • Activities are expected to be carried out with minor supervision
  • Some night and weekend hours may be required

About DerbySoft

Founded in 2002, DerbySoft is a Shanghai and Dallas-based technology company serving the global hospitality industry. The mission of the company is to facilitate a global distribution network utilizing direct connections be-tween hospitality suppliers and their demand-side counterparts. The company’s infrastructure is globally distributed and its partners include all of the world’s largest hotel companies, online travel agencies, metasearch engines, and other industry participants.

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