Job Description

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Responsibilities

• Act as the primary point of contact for customer implementation projects, ensuring consistent communication and coordination across stakeholders.
• Drive the end-to-end implementation lifecycle, from requirements gathering to post-go-live support.
• Facilitate consultative decision-making with customers to define solution scope and implementation strategy.
• Collaborate with cross-functional teams-including product R&D, development, testing, and business units-to ensure accurate translation of business needs into deliverables.
• Support system reviews, data analysis, solution design, and the implementation of business enhancements.
• Serve as a Subject Matter Expert (SME), providing guidance to development and testing teams during SIT, UAT, and E2E testing phases.
• Lead the planning and execution of testing activities and ensure smooth post-implementation handover and operational readiness.
• Proactively identify, manage, and mitigate risks and issues throughout the project lifecycle.
• Troubleshoot and escalate implementation or production issues, ensuring timely resolution with appropriate teams.
• Drive process improvement initiatives in collaboration with management and regional counterparts to enhance implementation efficiency.
• Coordinate and deliver user training and support, while maintaining up-to-date customer and team training and process documentation.
• Foster strong working relationships with internal and external stakeholders to ensure successful outcomes.
• Stay aware of relevant regulatory requirements impacting solution development.

• 6-10 years of overall IT experience, with 3-5 years as a Business Analyst or Product Owner.
• Strong requirement management skills: feature prioritization, rollout, and SaaS implementation.
• Excellent communication, presentation, documentation and stakeholder management abilities.
• Familiarity with SDLC processes (Agile, SAFe, Scrum, and Waterfall).
• Analytical mindset with basic SQL skills for data analysis and validation.
• Organized, focused, and efficient in high-demand, mission-critical environments.
• Experience in UAT coordination and test planning.
• Bachelor's degree in Engineering or MCA.
• Willingness to work in UK/US time zones as required.

• Experience in the travel, loyalty, or CRM domains.
• Good understanding of hospitality industry concepts: Availability, Booking, Revenue Management
• Experience with Central Reservation Systems (CRS), Revenue Management Systems (RMS), Global Distribution Systems (GDS)
• Familiarity with Property Management Systems (e.g., Opera, Micros Fidelio, Springer Miller, WINHMS, IDS Fortune, LMS, Magellan).
• Exposure to service delivery for global customers.