The Role
Customer-facing Business Analyst responsible for gathering client requirements, translating them into user stories and functional specifications, mapping data flows, testing integrations, supporting UAT, troubleshooting data issues, and monitoring SLA performance. The role collaborates with product and engineering teams, uses SQL and database tools for auditing, executes API tests with Postman, documents workflows, and reports project and integration status.
Summary Generated by Built In
Job Description: Business AnalystRole Overview
Key Responsibilities
Preferred Skills & Experience
We are seeking a customer-facing Business Analyst with 2–4 years of experience to join our enterprise SaaS product team. You will act as a key liaison between external clients, internal business stakeholders, and engineering teams to gather requirements, test integrations, and ensure successful software delivery.
- Client Consultation: Lead discovery sessions directly with clients to understand their business needs, manage expectations, and act as their primary analytical contact during project lifecycles.
- Requirements Gathering: Translate client and stakeholder requests into clear, actionable user stories and functional specifications for the engineering team.
- Data Mapping & Analysis: Document data flows between systems, creating clear mapping rules to ensure accurate data translation across different platforms.
- Integration Testing: Utilize tools like Postman to run basic API collections, inspect payloads, and verify that system-to-system communication works as intended.
- Workflow Documentation: Map out end-to-end business processes, capturing critical operational edge cases and system dependencies.
- Cross-Functional Collaboration: Partner closely with Product Managers and Engineering leads to prioritize the project backlog and align development with client timelines.
- UAT & Client Validation: Define User Acceptance Testing (UAT) criteria, guide clients through the validation process, and ensure delivered features match agreed-upon logic.
- Issue Troubleshooting: Investigate client-reported integration issues and data discrepancies, identifying root causes and routing them to development teams.
- Data Auditing: Use database tools to write queries and audit system logs to verify data payload accuracy and ensure system integrity.
- Reporting: Organize data to track project status, monitor integration performance metrics, and provide clear progress updates to management.
- Regression & Certification Testing: Support partner certification cycles by executing test scripts against CRS sandbox/staging environments and documenting pass/fail results.
- SLA & Performance Monitoring: Track integration uptime, response times, and error rates against contractual SLAs, escalating breaches to relevant teams.
- Experience: 2–4 years of experience working as a Business Analyst, Implementation Analyst, or Systems Analyst in a software environment.
- Client Interaction: Proven track record of managing client relationships, leading meetings, and gathering requirements directly from external customers.
- SQL: Strong ability to write queries, perform joins, and analyze database tables to troubleshoot issues and audit data.
- Excel (Basic to Intermediate): Comfortable using core formulas, sorting, filtering, and simple tables to organize and review project data.
- Technical Tools (Preferred): Basic familiarity with REST API protocols and experience using tools like Postman to trigger requests and view responses is highly preferred.
- Industry Knowledge: Familiarity with travel/hospitality distribution concepts (CRS, GDS, OTA, channel managers) is a strong plus.
- Documentation Tools: Experience with Jira, Confluence, Lucidchart, or Visio for backlog management and process/data flow diagrams.
- Agile Methodology: Comfortable working within Scrum or Kanban frameworks, participating in sprint planning, standups, and retrospectives.
- Communication: Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical client stakeholders.
Skills Required
- 2-4 years of experience as a Business Analyst, Implementation Analyst, or Systems Analyst in a software environment
- Experience managing client relationships, leading meetings, and gathering requirements from external customers
- Strong SQL skills, including queries, joins, and database analysis
- Basic to intermediate Excel skills, including formulas, sorting, filtering, and simple tables
- Familiarity with REST API protocols and Postman
- Familiarity with travel and hospitality distribution concepts such as CRS, GDS, OTA, and channel managers
- Experience with Jira, Confluence, Lucidchart, or Visio
- Comfort working with Scrum or Kanban methodologies
- Strong written and verbal communication skills, including explaining technical concepts to nontechnical stakeholders
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The Company
What We Do
HotelKey was founded in 2015 and today counts seven large enterprise chains among its clients. HotelKey’s client portfolio includes roughly 1.25 million rooms live and over 18,000 hotels under contract, including more than 800 independent hotels, mainly in the U.S. In addition to its industry-leading PMS solution, HotelKey also offers an enterprise-grade central reservations system and point-of-sale system, along with a host of other products and services specifically designed for the hospitality industry
