Summary: Seeking a motivated Senior Product Definition Analyst to join the Customer Insights & Analytics team, responsible for developing and automating customer reports and dashboards, and delivering insightful, actionable reports. Highlights: 1. Sharpen technical and analytical skills with in-depth Amadeus product knowledge 2. Collaborate with diverse teams to deliver visually compelling reports 3. Lead end-to-end solution development lifecycle for reporting tools **Job Title** Senior Product Definition Analyst We are seeking a motivated and experienced Senior Product Definition Analyst to join our Customer Insights \& Analytics team! **Summary of the role:** **Our team is responsible for developing and automating customer reports and analytics dashboards that support service transparency and performance monitoring. As a member of this team, you will sharpen your technical and analytical skills while gaining in\-depth knowledge of the Amadeus product portfolio, Service Level Agreements (SLAs), and customer operations.** -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- You will collaborate closely with customer\-facing teams, the R\&D organization, DevOps teams, and occasionally with external Amadeus customers—playing a key role in delivering insightful, actionable, and visually compelling reports. If you have a passion for data analysis, enjoy creating innovative reporting solutions, and take pride in building impactful customer reports \& dashboards, we’d love to hear from you! **In this role you will be responsible for:** --------------------------------------------- 1\. Customer communication for Major Incidents * Collect, analyze, and interpret technical and operational data from monitoring tools and cross\-functional teams to assess the business services and service level impact following major incidents. * Collaborate with R\&D, DevOps, Service Management, Product Management, and regional leadership for data validation, impact analysis, incident follow\-up, and SLA reviews. * Draft, maintain, and deliver Incident Management Reports (IMRs) used by customer facinanl service management teams. * Identify patterns or recurring issues and contribute to continuous service improvement initiatives. * Act as a subject\-matter expert for customer operational performance across assigned regions (EMEA/APAC/AMER). 2\. Reporting Solution Development and Maintenance * Analyze and assess complex business requirements submitted by customer\-facing teams, identifying opportunities to enhance value through data\-driven solutions. * Consolidate, formalize, and translate business needs into actionable product concepts or enhancements to existing reporting tools and frameworks. * Lead the end\-to\-end solution development lifecycle—from feasibility assessments and requirements definition to design, testing, and deployment. * Coordinate and oversee cross\-functional development teams to ensure timely and high quality delivery of new features or improvements. * Ensure alignment of reporting solutions with company strategy, customer expectations, and operational capabilities. * Present solutions and conduct demos, knowledge\-sharing sessions, and onboarding workshops for internal stakeholders and external customers across APAC, EMEA, and AMER. * Act as a subject\-matter expert and trusted advisor in reporting solutions, driving innovation and adoption across the organization. 3\. Service Level Reporting * Interpret Service Level Agreements (SLAs) and contractual obligations to define comprehensive and measurable reporting requirements. * Identify gaps between existing reporting capabilities and contractual commitments, and lead efforts to address them through system enhancements or process redesign. * Design and implement improved SLA definitions, measurement methodologies, and reporting processes to meet evolving business and customer needs. * Proactively investigate SLA breaches, coordinating with Development, DevOps, and customer\-facing teams to ensure root cause analysis and resolution. * Analyze SLA performance metrics and generate high\-impact management reports, including insights on trends, risks, and performance against targets or penalties. * Ensure accuracy, completeness, and timely delivery of all SLA reports and customized customer reporting deliverables. * Standardize reporting practices across the organization to ensure consistency, scalability, and compliance with internal and external expectations. * Optimize and govern the suite of reporting tools and platforms used by the Service Reporting team to meet current and future demands. * Mentor junior team members, fostering knowledge sharing, skill development, and continuous improvement in reporting practices **About ideal candidate:** -------------------------- * Bachelor’s degree (Master’s preferred) in business administration, business management, computer science, engineering or a related field. * Knowledge of the Amadeus product portfolio in all business units is a must. * Strong communication and presentation skills. * Advanced English; additional languages are a plus. Understanding of technologies and data management processes used to collect, store, and retrieve data. * Knowledge of reporting and data visualization tools such as Power BI. * Familiarity with Microsoft 365 suite. * Advanced proficiency in Microsoft Excel and PowerPoint. * Knowledge of Microsoft Power Platform is a plus. * Familiarity with Azure Cloud is a plus. * Strong analytical and problem‑solving skills. * Ability to work under pressure and meet tight deadlines and ad hoc requests. Self\-starter with high motivation, proactivity, strong organizational skills, and a team‑player mindset. * Solid business acumen and organizational capabilities. * High attention to detail, especially regarding data completeness and accuracy. * Experience with Service Level Agreements and reporting is an advantage. **Diversity \& Inclusion** Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.