Product Definition Analyst 2

Overview

As a Senior Functional Analyst / Product Support Specialist, you will provide functional expertise across airline and travel technology products, supporting customers and internal teams in resolving complex issues, improving product adoption, and enhancing service quality.

What you'll do

• Investigate and analyze complex production incidents, customer escalations, and operational issues, identifying root causes and recommending appropriate solutions.
• Collaborate with customers, Product Management, Research & Development (R&D), and support teams to facilitate issue resolution and improve overall service delivery.
• Build and maintain functional expertise for assigned products, provide guidance to team members, and contribute to knowledge sharing initiatives.
• Identify recurring trends, risks, and improvement opportunities, supporting enhancements to products, processes, tooling, reporting, and customer operations.
• Contribute to customer engagements, product adoption activities, documentation, training materials, workshops, and continuous improvement initiatives.

What you'll need

• Around 6–10 years of experience in Product Support, Functional Analysis, Business Analysis, Quality Engineering, Application Support, Airline Operations, or similar roles.
• Experience investigating complex production issues, performing root cause analysis, and collaborating with multiple stakeholders to support resolution activities.
• Strong analytical and communication skills, with the ability to explain technical and functional concepts clearly to varied audiences.
• Familiarity with SQL, database investigations, log analysis, APIs, integration concepts, service management processes, monitoring tools, and reporting platforms such as SharePoint and Confluence.

Nice to have

• Experience in airline, travel technology, Passenger Service Systems (PSS), Departure Control Systems (DCS), reservations, ticketing, digital solutions, or related domains.
• Exposure to Agile/SAFe environments and technologies such as Java, Python, cloud services, or APIs.