Senior IT Enterprise Services Analyst

Direct Travel

8h•Remote

About The Position

The Senior IT Enterprise Services Analyst is a senior individual contributor responsible for the strategic design, integration, and continuous improvement of core enterprise service applications—Salesforce, ERP, Smartsheet, GTM, and Customer Success platforms—across the full customer lifecycle: Awareness to Lead, Opportunity to Close, Activation/Utilization, Adoption & Success, Travel Backoffice, and Order to Cash. This role blends deep technical application expertise with business analysis and thought leadership to ensure systems and data support Direct Travel’s E2E Integrated Business Model, including Campaigns, Lead Routing, Qualification, Contracting, Onboarding, Traveler Support, Customer Support, Customer Success, and financial operations. The analyst will champion end-to-end (E2E) processes spanning lead-to-cash, contract-to-close, and activation-to-adoption, driving standardization, automation, and data integrity across the application stack so that each process is consistently enabled and measurable. This role will report into the Director, IT Enterprise Services.

Requirements

Bachelor’s degree in business, Computer Science, Accounting / Finance, Information Systems, or a related field; advanced degree preferred.
8+ years of experience in IT enterprise services, business operations, or IT leadership, with a proven track record in cross-functional and cross-organizational roles
Deep expertise in Salesforce (Sales/Service/Experience, integrations, data model, automation), cloud ERP, and enterprise work management platforms such as Smartsheet, specifically in the context of lead-to-cash, project delivery, traveler services, customer success, and financial operations.
Strong program and project management skills, with experience delivering large-scale, complex initiatives
Excellent communication and stakeholder management skills, capable of translating the integrated business model into clear technical designs and presenting them to executives and cross-functional teams
Proven ability to analyze and optimize business processes for operational excellence
Experience with vendor management and contract negotiation.
Familiarity with Agile methodologies and continuous improvement practices.
Must be able to lawfully work within the US/Canada and have unrestricted work authorization

Nice To Haves

Knowledge of Enterprise Level Application Ecosystems, financial and business processes relevant to Sales, Marketing, Service, Support & ERP systems
Familiarity with customer facing cloud applications
Ability to work effectively in a collaborative, cross-functional environment
Strong analytical and problem-solving skills, with a data-driven approach to identifying bottlenecks across the integrated process and implementing improvements.
Industry certifications such as PMP, ITIL, or cloud platform certifications
Experience with data-intensive solutions, distributed systems, and highly available services.
Strong analytical, decision-making, and problem-solving abilities.
High emotional intelligence and the ability to drive organizational change through influence and collaboration.
Strong understanding of GTM, Support, and Customer Success processes (campaigns, lead management, opportunity management, contracting, implementation, support, renewal, and expansion) and how they are enabled in Salesforce, ERP, Smartsheet, and Customer Success platforms.
Experience designing and supporting customer-facing portals and case/ticketing solutions integrated with back-office travel and financial systems highly recommended.
High emotional intelligence and the ability to drive organizational change and adoption across diverse, cross-organizational teams aligned to a single E2E business model.

Responsibilities

Requirements: Oversee the capture of business requirements, along with negotiating deliverables between business and development teams.
Design Through Delivery: Lead the design, integration, and optimization of enterprise services, while managing the delivery, testing and turnover of features/capabilities to business with a strong emphasis on cloud-based applications and simplicity of design built for scale.
Application Lifecycle Management: Oversee the full lifecycle of enterprise applications and services, ensuring high performance, reliability, and scalability.
Compliance & Security: Ensure compliance with organizational policies, industry regulations, and security standards (e.g., data protection, access controls).
Emerging Technologies: Monitor and analyze emerging technologies (e.g., AI/ML, automation tools) to inform and influence technical strategy and maintain competitive edge.
Strategic Roadmaps: Facilitate the execution of defined multi-year roadmaps for enterprise applications, driving alignment with business objectives and maximizing ROI.
Cross-Organizational Leadership: Facilitate collaboration among cross-functional to drive innovation, diversity, and inclusion.
Stakeholder Liaison: Serve as a key liaison between business stakeholders, IT, and external partners, translating business needs into actionable solutions.
Process Optimization: Champion business process analysis and optimization, leveraging data to enhance service delivery and operational efficiency.
Vendor Management: Oversee vendor and service provider relationships, ensuring SLAs are met and value is maximized.
Translating Business Needs: Be the bridge into the business to translate business needs into technical solutions (e.g., cloud architecture).
Define and steward data models KPIs, and dashboards: that provide end-to-end visibility across GTM, Support, Customer Success, Travel Backoffice, and Accounting/Finance, enabling a single integrated view of the customer lifecycle.
Actively participate in ITES team meetings and contribute to strategic planning
Coordinate with other business analysts to ensure alignment across Direct Travel’s Application Ecosystem Initiatives to have a cohesive delivery approach and communication strategy
Collaborate on cross-functional projects that involve multiple CIO teams.
Share knowledge and best practices with peers to promote continuous improvement
Contribute to standards and governance for configuration, integration, change management, and documentation to ensure that all enhancements and new capabilities continue to support the integrated process flow rather than isolated departmental solutions.