Business Analyst, Travel Research and Analysis

International SOS group; Canada; On-site; CAD 65,000 - 95,000; Full time

Job summary

International SOS group seeks a Business Analyst, Travel Research & Analysis to investigate travel booking issues, complaints, and platform defects. You will partner with the Senior Manager to conduct root cause analysis, document findings, and support issue resolution across Travel Operations, Product, Technology and Customer Service teams.

The role requires strong analytical skills, extensive travel industry knowledge, and experience with Sabre systems.

Qualifications

• Bachelor's degree or higher in a related field.
• Experience in travel operations, travel technology, business analysis, or customer issue management.

Responsibilities

• Research & investigation of complex customer issues, booking discrepancies, refunds and service failures.
• Defect analysis and root cause identification with product and tech teams.
• Travel operations support across air, hotel, car rental, and ancillary products.
• Data analysis and reporting to support management decisions.
• Translate issues into business requirements and support process improvements.
• Cross-functional collaboration with Product, Technology, Customer Service, Supplier Relations, Finance and Reconciliation Teams.

Skills

Analytical skills

Critical thinking

Data analysis

Problem solving

Research & investigation

Travel industry knowledge

Sabre expertise

Communication

Stakeholder management

Education

Bachelor's degree in Business, Travel Management, Information Systems, Hospitality, or related field

Tools

Sabre GDS

Sabre Red 360

Sabre APIs

NDC content

Excel

Power BI

Tableau

SQL

Job description

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Business Analyst, Travel Research and Analysis

The Business Analyst, Travel Research & Analysis is responsible for investigating travel booking issues, customer complaints, operational discrepancies, and travel technology platform defects. This role partners closely with the Senior Manager, Travel Research & Analysis to conduct detailed research, perform root cause analysis, identify corrective actions, and support the resolution of customer and operational issues.

The ideal candidate combines strong analytical and problem-solving skills with extensive travel industry knowledge. They must be able to navigate travel reservation systems, analyze booking data, understand travel agency workflows, and work cross-functionally with Product, Technology, Operations, Finance, and Customer Service teams to improve platform performance and customer satisfaction.

Key Responsibilities:

Research & Investigation

• Investigate complex customer issues, booking discrepancies, ticketing problems, refund requests, and service failures.
• Research travel records, reservation data, transaction history, GDS activity, supplier information, and customer interactions to identify root causes.
• Review system logs, booking workflows, and operational processes to determine where failures occurred.
• Document research findings and provide detailed recommendations for resolution.
• Assist with high-priority customer escalations requiring detailed analysis and investigation.

Defect Analysis & Root Cause Identification

• Analyze reported platform defects and system issues impacting customers or operations.
• Work with Product and Technology teams to reproduce issues and identify root causes.
• Document business requirements and defect details for technical teams.
• Validate that reported fixes fully resolve identified issues.
• Track recurring issues and identify trends requiring broader corrective action.

Travel Operations Support

• Serve as a subject matter expert on travel booking processes across air, hotel, car rental, and ancillary travel products.
• Analyze end-to-end booking workflows to identify process gaps and operational inefficiencies.
• Support investigations involving ticket exchanges, cancellations, refunds, schedule changes, and supplier-related issues.Assist operational teams in researching complex reservation and servicing challenges.

Data Analysis & Reporting

• Analyze booking data, customer complaints, operational metrics, and defect trends.
• Create reports, dashboards, and summaries to support management decision-making.
• Identify recurring customer pain points and recommend improvements.
• Monitor issue resolution effectiveness and customer recovery outcomes.

Business Requirements & Process Improvement

• Translate operational and customer issues into clearly documented business requirements.
• Assist in developing process improvements and operational controls.
• Support User Acceptance Testing (UAT) activities for system enhancements and defect fixes.
• Create workflows, process documentation, and knowledge base materials.

Cross-Functional Collaboration

• Partner with:Product Management,Technology Teams,Customer Service,Supplier Relations,Finance and Reconciliation Teams,Travel Operations
• Participate in defect review meetings and issue resolution discussions.
• Communicate findings and recommendations to business stakeholders.

Key Skills:

• Strong analytical and critical-thinking skills.
• Experience investigating and resolving complex business or customer issues.
• Ability to analyze large data sets and identify patterns and trends.
• Strong organizational and documentation skills.
• Excellent written and verbal communication skills. Root Cause Analysis
• Business Analysis
• Travel Industry Knowledge
• Sabre Expertise
• Data Analysis
• Problem Solving
• Research & Investigation Customer Focus
• Process Improvement
• Documentation
• Critical Thinking
• Stakeholder Management

Work Experience & Qualifications:

• Bachelor's degree in Business, Travel Management, Information Systems, Hospitality, or related field.
• 3-5+ years of experience in travel operations, travel technology, business analysis, or customer issue management.

Ability to communicate in English (verbally and written) in a polished and professional manner is required.

Preferred Qualifications:

• Experience working with Sabre GDS including: Air reservations, Ticketing, Exchanges, REfunds, Queue management, PNR analysis
• Familiarity with: Sabre Red 360,Sabre APIs,NDC content,Airline servicing workflows
• Understanding of travel agency back-office operations including: ARC processing,BSP processing,Ticket reconciliation,Refund management,Debit memos,Credit memos,Quality control procedures
• Experience with online booking tools and travel technology platforms.
• Advanced Microsoft Excel skills.
• Experience with reporting tools such as Power BI, Tableau, SQL, or similar platforms.

Work Environment & Physical Requirements

• Must have a dedicated, quiet, and private workspace free from distractions.
• Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.
• Reliable high-speed uninterrupted internet connection meeting minimum company standards.
• Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.
• May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies

Aspire Lifestyles is committed to ensuring accessibility for all persons with a disability and to providing excellence in serving all customers including people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.