Role Purpose
Responsible for developing and documenting detailed business and functional requirements that support the product lifecycle for IHG’s Groups & Events and Global Sales capabilities. This role partners closely with Product Managers, Sales stakeholders, Technology, and external vendors to research current-state processes, identify gaps and pain points, and support the design and delivery of system enhancements across multiple integrated platforms.
The Business Analyst supports assigned initiatives end‑to‑end, from discovery and planning through testing and implementation, ensuring solutions align to business outcomes such as improved sales enablement, operational efficiency, and enhanced guest and planner experiences.
Key Accountabilities
- For assigned initiatives, partner with Product, Sales, and Operations stakeholders to elicit, analyze, and document detailed business and functional requirements, including scope documents, process flows, use cases, business rules, and supporting documentation (e.g., business justification and ROI inputs).
- Conduct fact‑finding and current‑state analysis by engaging users of existing systems and processes (e.g., sales teams, hotels, planners, call centers), identifying complexities, dependencies, and pain points to ensure proposed solutions fully address business needs.
- Collaborate with Product Managers and Technology teams to translate business needs into clear, consumable documentation for internal delivery teams and external vendors, supporting solution design and prioritization.
- Support initiatives involving multiple integrated systems and vendors, including CRM (Salesforce), booking, inventory, reservation, and related sales and events platforms, ensuring alignment across end‑to‑end workflows.
- For assigned projects, coordinate with stakeholders to manage requirements changes, identify preferred solutions, and support the delivery of enhancements that drive revenue, reduce operational friction, or improve customer and planner experiences.
- Design, document, and support Business and User Acceptance Testing (UAT) activities, including test scenarios, acceptance criteria, and defect tracking. Communicate issues and outcomes to key stakeholders and technology teams.
- Serve as a key point of contact for clarifying business processes, system behavior, and data interpretation between IHG, internal teams, and external vendors.
Key Skills & Experiences
Education
Bachelor’s degree in a relevant field or an equivalent combination of education and experience.
Experience
- 2–5 years of progressive experience as a Business Analyst, Systems Analyst, or similar role, with a strong focus on business processes and system functionality rather than reporting or pure data analytics.
- Experience supporting end‑to‑end product or project lifecycles, from discovery through delivery and testing.
- Experience working in cross‑functional, matrixed environments with Product, Sales, Operations, and Technology teams.
- Hospitality, travel, or commercial sales platform experience is preferred but not required.
Technical Skills & Knowledge
- Strong requirements‑gathering and documentation skills, including process mapping, user stories, use cases, and acceptance criteria.
- Working familiarity with Salesforce as a business platform (user and process perspective; not administrator or developer).
- Experience working in Agile environments, supporting sprint planning, backlog refinement, and delivery cadence (Jira experience preferred).
- Understanding of system integrations and dependencies across multiple platforms and vendors (conceptual, not hands‑on coding).
- Ability to analyze trends and patterns in business processes to inform recommendations and solution design.
Core Competencies
- Excellent verbal and written communication skills, with the ability to probe, clarify, and follow up with stakeholders at all levels.
- Strong analytical, conceptual, and problem‑solving skills, with attention to detail and completeness of requirements.
- Highly organized, process‑oriented, and comfortable managing multiple workstreams and deliverables.
- Comfortable working independently while actively collaborating within a team environment.
- Demonstrated persistence in researching issues, validating assumptions, and ensuring requirements are fully understood.
Additional Requirements
- Must be comfortable working in a hybrid environment
- Comfortable using collaboration and video meeting tools.
- Ensure PCI compliance and customer data privacy are met in accordance with IHG guidelines.
- Must provide internet access and required technology per IHG standards.
- Basic understanding of system hardware, software concepts, and troubleshooting.
- Basic awareness of AI concepts and their business impact.
Travel - 10% limited as needed
Location – Atlanta, GA: Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business.
The salary range for this role is $67,680 to $74,000. This role is also eligible for bonus pay. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.
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At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?
Who we are
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.
Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
