Business Analyst, Travel Research and Analysis at International SOSRemote_location_Ontario — full-time

Must be located in Ontario, Canada

Description:

The Business Analyst, Travel Research & Analysis is responsible for investigating travel booking issues, customer complaints, operational discrepancies, and travel technology platform defects. This role partners closely with the Senior Manager, Travel Research & Analysis to conduct detailed research, perform root cause analysis, identify corrective actions, and support the resolution of customer and operational issues.

The ideal candidate combines strong analytical and problem-solving skills with extensive travel industry knowledge. They must be able to navigate travel reservation systems, analyze booking data, understand travel agency workflows, and work cross-functionally with Product, Technology, Operations, Finance, and Customer Service teams to improve platform performance and customer satisfaction.

Key Responsibilities:

Research & Investigation
•Investigate complex customer issues, booking discrepancies, ticketing problems, refund requests, and service failures.
•Research travel records, reservation data, transaction history, GDS activity, supplier information, and customer interactions to identify root causes.
•Review system logs, booking workflows, and operational processes to determine where failures occurred.
•Document research findings and provide detailed recommendations for resolution.
•Assist with high-priority customer escalations requiring detailed analysis and investigation.

Defect Analysis & Root Cause Identification
•Analyze reported platform defects and system issues impacting customers or operations.
•Work with Product and Technology teams to reproduce issues and identify root causes.
•Document business requirements and defect details for technical teams.
•Validate that reported fixes fully resolve identified issues.
•Track recurring issues and identify trends requiring broader corrective action.

Travel Operations Support
•Serve as a subject matter expert on travel booking processes across air, hotel, car rental, and ancillary travel products.
•Analyze end-to-end booking workflows to identify process gaps and operational inefficiencies.
•Support investigations involving ticket exchanges, c