Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel. 

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Simply put, we connect people with moments that matter.

Team Description

Our team is looking for an Analyst who will report to the sales operations leader in the US Sabre office. The individual will be responsible for producing data and customer facing reports that drive visibility to executive leadership including, but not limited to, Customer SLA Reports, Critical Incident Reports and Service Credit. The role requires a high degree of metrics and analytical focus, with the ability to understand complex contractual terms and relate those to operational performance. 

Role and Responsibilities

• Produce Critical Incident Reports within ten business days.
• Conduct queries in Salesforce, SAP, and other tools to capture data for reporting.
• Maintain tracking sheets, databases, and other repositories.
• Produce monthly SLA reports.
• Pull contractual documents from SAP and read for new and/or revised terms to determine the SLA requirements and assist in creating and/or updating the SLA reporting template.
• Evaluate information from other teams and question impacts to ensure proper application of SLA terms and potential credits.
• Calculate preliminary customer credits associated with SLAs.
• Assist with RFP responses as needed.
• Work closely with incident, care, contract administration, and account management to understand the incident impact and finalize SLA reports and commitments.
• Respond to questions from Account Directors, billing analysts, and leadership regarding incidents and SLA credits.
• Foster strong relationships with internal leaders/stakeholders across Sabre.

Qualifications and Education Requirements:

• Ability to analyze, evaluate, and compile data and metrics and convey that information across the enterprise.
• Professional presence with excellent oral and written communication skills and proficiency in English.
• Ability to understand contractual SLA terms and relate those to operational performance metrics such as system uptime, response times, and Severity 1 resolution times.
• Ability to manage multiple projects simultaneously while maintaining attention to detail.
• Ability to excel in a dynamic pace of work with tight deadlines.
• Strong problem-solving skills and ability to develop innovative solutions and recommendations for improvements to processes, functions, or reporting capabilities to allow for improved reporting and data visualization.
• Critical thinking skills with the ability to anticipate potential issues and suggest creative alternatives to overcome barriers.
• Strong people skills and extremely resourceful.
• Strong knowledge of MS Office.
• Nice to have: experience with Salesforce, Qlikview, Nprinting, SAP, and/or SNOW.

Benefits

• Work in modern Zonamerica campus alongside all the amenities it has to offer!
• Annual Performance bonus plans
• Development opportunities in country or globally
• We offer a competitive private health insurance for employees and eligible children 
• Extra Paid Time Off (5 extra days each year) 
• 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers) 
• Daily meal allowance
• End of Year Break 
• Life Insurance 
• Corporate Social Responsibility opportunities
• Recognition and acknowledgement programs
• Fun employee engagement and development events

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process. To learn more about the people and culture at Sabre, follow us on Facebook and LinkedIn.

This job posting comprises the law No 19691 and its decree No 73/019, which includes the people registered in the National Register of disabled people who have the skills and aptitude for the position described in the present posting.