TUI Group is the world's number one integrated tourism business. Markets & Colleagues is a global team within TUI technology responsible for Northern Region.At TUI we're ambitious to become the leader in technology within the travel industry and to achieve this we are looking to build a capable, creative team who want to be a part of accomplishing that goal.We never stop looking ahead, seeking new ways to delight our customers and grow our business. We recognise the power of digital and the massive contribution this brings to creating a truly unique and differentiated customer experience.The Technical Business Analyst (Expert Team) is a critical thinker with a keen eye for detail. Actively consulting with stakeholders,probing to create and communicate a common understanding of the problem that needs solving. Working within a fast-paced agile environment, the Technical Business Analyst thinks outside of the box, loves collaborating across teams and is a lifelong learner.**ABOUT THE JOB**:- Processing product-specific messages from users (incidents, changes, problems) within the agreed service times. Classification and prioritization of messages.- Ensuring a high solution rate in first contact (no change to the source code).- Deciding on the make-up of solution teams, technical authority to issue instructions to the downstream specialist departments during the processing of the fault. Coordination of the support units.- Responsibility for the fastest possible recovery in case of unavailable or disrupted service. Installing hotfixes. Establish workarounds.- Reactive and proactive investigation of unknown causes of actual and potential incidents and management of resolution. Independent development of sustainable solutions.- Recording, conception,organization and monitoring of the implementation of changes in cooperation with customers and the specialist departments involved.- Monitoring of the SLA times agreed with the customer.- Active and regular feedback to users on the status of processing. Tracking down potential customer requirements from day-to-day business and passing on this information internally.- Documentation of applied and new solutions in the provided knowledge base.- Escalation if the agreed service level agreements are exceeded according to the defined escalation guidelines- Needs-based creation of reports or decision templates for management- Participation and support in the implementation of projects within the Process & IT Central RegionSecurity is part of everyone's job. At TUI, we practice secure behaviours first in everything we do.**ABOUT YOU**:- Strong analytical skills and commercial acumen.Adept at understanding complex problems, understanding and considering dependencies and communicating findings to technical and non-technical stakeholders- In-depth technical knowledge (business domain) and broad knowledge (overall understanding of tourism), which is necessary to cope with complex tasks- Collaborative approach, able to balance the needs of multiple stakeholders and facilitate agreement across multiple markets in a global structure- Experience creating, analysing and validating detailed functional specifications and elements of systems design; including data rules, business rules, wireframes or other detailed deliverables that articulate how a business need should be satisfied- Good track record of successfully using requirements elicitation and communication techniques including workshop facilitation, documentation analysis,interviewing and brainstorming- Passionate about continuous improvement- Open minded, inquisitive, life-long learner- Comfortable with ambiguity, highly autonomous- Willingness to take part in on-call rotas**ABOUT OUR OFFER**- Competitive salary- Pension scheme and life assurance- Generous holiday entitlement & holiday discounts- Forward thinking ways of working- TUI time off, purchase of additional holiday entitlement- Excellent rates with foreign exchange and discounts with retailersWe love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA #J-18808-Ljbffr
