Senior Application Analyst/Application Analyst, Commercial Applications

KEY RESPONSIBILITIES

1. Business Engagement & Stakeholder Support

• Act as a supporting liaison between the Technology Division and Commercial, Revenue Management, Sales, and Customer Experience teams
• Engage with business users to understand system usage, commercial needs, and operational challenges
• Provide guidance on system usage and commercial workflows
• Gather feedback on system performance and improvement opportunities
• Support communication between business users, technical teams, and vendors

2. Commercial Process Support

• Support commercial operations by ensuring applications are functioning as expected and are able to support transactional activities reliably
• Monitor system behaviour to ensure transactions, data flows, and system processing are functioning correctly within the system environment
• Assist in identifying gaps or inefficiencies related to system usage
• Support improvements to system usage and commercial processes

3. Application Operations and Support

• Support and manage commercial application systems within the domain
• Monitor system performance and availability affecting business operations
• Assist in maintaining system configurations and operational settings
• Ensure systems remain accessible and usable for business users
• Support routine operational activities required to maintain system availability

4. Commercial Applications System Coverage

Coordinate and support applications that enable commercial business functions including but not limited to:

• Passenger Service Systems (PSS) – supporting reservations, inventory, ticketing, and customer transactions
• Revenue Management Systems – supporting pricing, demand forecasting, and revenue optimisation
• Customer Relationship Management (CRM) Systems – supporting customer data, engagement, and service management
• Distribution and Sales Systems – supporting sales channels, agent systems, and external distribution platforms
• Ensure systems are stable, available, and capable of supporting high-volume transactions and revenue-generating activities.

5. Business Requirements and Change Support

• Support the gathering and documentation of commercial requirements
• Assist in translating business needs into system-related changes or enhancements
• Participate in discussions and working sessions with stakeholders
• Ensure requirements are clearly captured and communicated

6. System Changes, Testing, and Implementation Support

• Support system testing activities including system testing, integration testing, and user acceptance testing
• Ensure commercial scenarios and business rules are adequately reflected in test cases
• Track and follow up on issues identified during testing
• Support preparation of users for system changes
• Assist in rollout of system changes into production environments

7. Incident Investigation and Resolution

• Investigate incidents affecting commercial systems and workflows
• Analyse system behaviour to identify potential causes of issues
• Coordinate with technical teams and vendors to resolve incidents
• Support prioritisation of issues based on business and revenue impact
• Provide updates to stakeholders on issue status

8. Continuous Improvement and Commercial Support

• Identify recurring issues and inefficiencies in system usage and commercial processes
• Support initiatives to improve system performance and reliability
• Contribute to enhancements that improve system usability and commercial effectiveness
• Support expansion of ancillary services and commercial capabilities through system enhancements

9. Governance, Compliance, and Control

• Support adherence to internal policies, industry standards, and regulatory requirements
• Ensure system usage aligns with approved processes and controls
• Support documentation and audit requirements for commercial systems
• Ensure proper handling of system changes and data

10. Vendor Coordination and Support

• Coordinate with vendors supporting commercial systems
• Support issue resolution and follow-up with vendors
• Assist in ensuring vendor deliverables meet business requirements
• Track vendor responses and ensure timely closure

11. Documentation and Knowledge Management

• Maintain documentation for system configurations, workflows, and operational procedures
• Ensure documentation is updated and reflects current system behaviour
• Support creation of user guides and reference materials
• Contribute to knowledge sharing within the team

12. Collaboration and Cross-Functional Coordination

• Collaborate with Digital, Operations, Engineering, Integration, Infrastructure, and Cybersecurity teams
• Support coordination during system changes and incident investigations
• Support implementation of new solutions from IT Strategy, Innovation & Emerging Tech teams, ensuring compatibility with commercial systems and revenue-related processes
• Participate in cross-functional initiatives involving commercial systems
• Ensure system dependencies are properly understood and managed

Additional Expectations for Senior Application Analyst

• Handle more complex system issues and incidents
• Support requirement coordination and stakeholder discussions
• Provide guidance to junior team members
• Take on deeper involvement in system ownership within the domain

KEY STAKEHOLDERS

Internal

• Commercial
• Revenue Management
• Sales
• Customer Experience
• Finance
• IT Application Teams
• IT Infrastructure & Operations
• Cybersecurity
• Integration / Middleware Teams
• Project Management Office (PMO)

External

• PSS Vendors
• Revenue Management System Providers
• Distribution Partners
• Travel Agents and GDS Providers
• Technology Partners
• Implementation and Support Vendors

KEY COMPETENCIES

Technical

• Understanding of airline commercial systems and platforms
• Familiarity with system integrations, data flows, and transactional systems
• Understanding of high-volume transaction environments

Business

• Understanding of airline commercial processes including reservations, pricing, and customer management
• Ability to support system alignment with business requirements
• Ability to assess business impact of system issues

Interpersonal

• Strong communication and stakeholder engagement skills
• Ability to work collaboratively across technical and business teams
• Analytical and problem-solving capability

QUALIFICATIONS AND EXPERIENCE

Education

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, Software Engineering, Business Information Systems, or a related discipline

Experience – Application Analyst

• 1 to 3 years of relevant experience in enterprise applications or system support roles
• Exposure to commercial systems or similar environments would be advantageous
• Experience supporting system issues and user requests
• Basic understanding of business processes and system usage

Experience – Senior Application Analyst

• 3 to 6 years of relevant experience in enterprise applications or commercial system environments
• Experience supporting systems related to commercial workflows and transactional environments
• Experience handling more complex incidents and supporting system enhancements
• Ability to engage stakeholders and support requirement discussions
• Experience working with vendors and cross-functional teams