Senior Business Analyst Airline Disruption Management (IROPS)

Role Overview We are seeking a highly experienced Senior Business Analyst to lead the requirements management for our Disruption & Welfare Management solution. As part of our 2024 Baggage and Airport IT initiatives, you will bridge the gap between business needs and technical delivery. You will work cross-functionally with Airport Services, Reservations, Network Control Centre (NCC), Customer Experience, and Finance to define, document, and deliver robust capabilities that streamline passenger handling during flight disruptions, including accommodation, transportation, meal vouchers, compensation, and customer communications. Key Responsibilities • Lead the end-to-end requirements gathering, documentation, and validation process for complex Disruption and Welfare Management solutions. • Collaborate with key stakeholders across Airport Services, Reservations, NCC, and Finance to ensure business requirements align with operational objectives. • Define functional specifications for passenger recovery, including automated voucher distribution, re-accommodation workflows, and automated customer communication channels. • Analyze existing processes within Passenger Service Systems (PSS) and Departure Control Systems (DCS) to identify gaps and integration opportunities. • Translate business needs into clear user stories, process maps, and technical specifications for development teams. • Monitor and manage the lifecycle of requirements, ensuring alignment with project goals throughout the SDLC. • Serve as the subject matter expert on disruption management workflows, ensuring compliance with passenger rights and internal service-level agreements. Nice-to-Have • Experience in delivering IT solutions specifically related to Baggage Management Systems. • Prior experience working in agile project environments. • Certifications in Business Analysis (e.g., CBAP) or relevant aviation industry training. What We Offer • Comprehensive Benefits: We provide a competitive package including medical insurance and end-of-service gratuity. • Travel Perks: Employees receive annual air tickets to support your travel needs. • Work-Life Balance: Generous paid time off allowance to ensure you recharge. • Visa Support: Full assistance with work visa sponsorship and processing. Work Visa, Annual Air Tickets, Medical Insurance, Gratuity & Paid Time Off • Proven experience as a Business Analyst within the airline or aviation industry, specifically focused on Disruption Management (IROPS) and Passenger Welfare. • Deep functional knowledge of Passenger Service Systems (PSS) and Departure Control Systems (DCS). • Demonstrated expertise in mapping complex workflows related to passenger recovery, including re-accommodation, logistics (accommodation/transport), and compensation management. • Strong ability to facilitate stakeholder workshops and translate technical/operational requirements into clear, actionable documentation. • Excellent analytical, problem-solving, and communication skills, with the ability to influence cross-functional teams.