Technical Operations Analyst III

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success. 

Technical Operations Analyst III

Do you love finding solutions that delight the end-user? Do you find satisfaction in solving problems? As a Technical Operations Analyst III, you will maintain and implement our support team technical roadmap. In this role, you will develop the technical solutions behind the scenes that power our work automation applications as well as administrate our Zendesk instance.

What you’ll do:

• Maintain an open roadmap of upcoming projects

• Intake new improvements and prioritize them with the current roadmap

• Collaborate with various areas and levels of the organization to build the strategy for upcoming Zendesk enhancements.

• Writing and implementing efficient code to support automation (AWS Lambda, nodeJS)

• Perform peer review for new code changes checked into our repository

• Build, maintain and publish up-to-date documentation for the support operations functions

• Work from a backlog of cases to implement day-to-day administrative changes.

• Provide technical mentorship to peers in the support organization

• Maintain application tagging, data governance, and provide analytics to dictate the overall data model of Zendesk

Who you are:

• Technical Focus

• Problem Solving and Judgement

• Organizational Efficiency

• Zendesk certified administrator or equivalent Zendesk administrative experience

• Experience in front-end web design using CSS, HTML, and javascript

• Proficient with AWS cloud hosting and lambdas

• Proficient with Git command line tools and github repository

• Capable of delivering high-quality and workable solutions for technical issues

• Ability to maintain a project roadmap and present regular updates to a global leadership team

• Ability to communicate technical specifications and perform investigations without supervision

• Ability to creatively solve difficult business/technology problems

• Excellent oral/written communication skills

• Aptness to handle various tasks and projects simultaneously, manage workload successfully, and thrive in a dynamic and sophisticated environment

• You are fluent in oral/written English. Other languages a plus

• You will have visited and interacted with the following sites before interviewing for this position: partner.expediagroup.com, developers.expediagroup.com, support.expediapartnersolutions.com

• Available for up to 10% travel per year

• Bachelor's degree in Science Degree in Computer Science or equivalent related professional experience

• Technical consultation or development experience is preferred.

• Project Management experience is a plus

• Experience in online travel, call center, and customer contact center preferred.

• Experience specifically using Zendesk incident management tool

The total cash range for this position in Chicago is $101,500.00 to $142,000.00. Employees in this role have the potential to increase their pay up to $162,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience.  Pay ranges may be modified in the future.

Expedia is committed to creating an inclusive work environment with a diverse workforce.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.