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.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

ServiceNow Operational Excellence Analyst II:

The eIT Corp IT Services team is in search of an experienced Technology Operations Analyst to support our day-to-day needs with business processes, data analytics and agile documentation for the askEG Employee Support portal experience.  The ideal candidate will have a background in Project Management, Business Process Analytics and Customer Service/Operations.

In this role, you will:

• Drive operational excellence in the employee support portal by continuously analyzing user feedback, identifying process inefficiencies, and collaborating with cross-functional teams to implement improvements that enhance the portal’s usability, response time, and overall effectiveness in resolving employee queries.

• Process Development and Documentation for applied business-impacting workflows and repeatable jobs.  This includes administrative instructions for as-is and to-be procedures.

• Maintain daily, monthly and quarterly processes for critical business processes

• Track and measure against required business processes in order to maintain service levels, compliance and operational efficiencies

• Create and maintain applicable monthly metrics to drive action based on results

• Solve or recommend changes to policies and established procedures to create more efficiencies and add value for the immediate team, larger organization and customers

• Collection and documentation of business requirements for product enhancements and/or fixes

• Facilitation of Process Workflow modeling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases

• Influence decision makers using meaningful financial and operational analytics based off the resource and project data

• Provide thoughtful analysis of the information in order to drive visibility, operational effectiveness and actionable changes

Qualifications and Experience:

• Demonstrated skills and success with process improvement design and workflow analysis

• Experience with business requirements elicitation and definition

• Experience with Portfolio/Project management

• Strong interpersonal and communication skills (written, verbal, listening and presenting)

• Proven ability to prioritize workloads and to manage multiple priorities with critical deadlines

• Experience with ServiceNow required

• 3-5 years’ experience in business and/or process analytics within a technology-focused organization

• Proficient in Microsoft Office Suite, SharePoint, Project, Visio

• Bachelor’s degree in Business Management, Information Technology, Financial Management or equivalent work experience required

• Experience with PPM processes, methodologies and reporting preferred

The total cash range for this position in Seattle is $85,500.00 to $120,000.00. Employees in this role have the potential to increase their pay up to $137,000.00, 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.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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.