Senior Specialist (A3)

Company Description

SkyTRAACS is a comprehensive airline finance management software designed to optimize Revenue, Cost and Financial accounting processes. The platform offers detailed financial reporting, enabling airlines to efficiently manage their financial operations. With its robust capabilities, SkyTRAACS is tailored to meet the unique requirements of the airline industry. It is a solution trusted for delivering accuracy, efficiency, and actionable insights to enhance financial performance and compliance.

Senior Specialist – ACES

Location: Onsite

Experience: 4+ Years

Employment Type: Full-time

Reports To: Process Lead – ACES

The Senior Specialist – ACES (Aligning Customer, Engineering and Sales to Achieve the Product Goals) is responsible for supporting product execution, business analysis, implementation activities including implementation training, and customer support initiatives within an assigned Product Group.

Reporting to the Process Lead – ACES, this role acts as a key functional interface between customers, internal stakeholders, and engineering teams. The Senior Specialist plays a hands-on role in requirement gathering, documentation, sprint execution support, implementation coordination, training delivery, issue analysis, and assisting in managing customer queries and functional escalations.

The role requires strong analytical capability, structured documentation skills, customer interaction experience, and the ability to work across product, implementation, and support functions.

• Gather, analyze, and document business requirements through stakeholder discussions and customer interactions
• Translate requirements into BRDs, BDDs, user stories, acceptance criteria, workflows, and functional documentation
• Perform process mapping, gap analysis, and functional solution design
• Support backlog refinement and sprint activities under the guidance of the Process Lead – ACES
• Assist in identifying customer gaps, recurring issues, and enhancement opportunities
• Support product implementation activities including requirement clarifications, configuration validation, implementation training, go-live coordination, and post-go-live support
• Conduct or support implementation training sessions for customers and internal stakeholders
• Assist in managing customer queries and contribute to structured resolution of functional and production issues
• Analyze production issues and support root-cause documentation
• Maintain requirement traceability, documentation standards, and progress updates
• Collaborate closely with Engineering, QA, Sales, and IT teams to ensure aligned execution
• Review documentation prepared by junior team members and provide structured guidance
• Support onboarding and mentoring of junior team members
• Prepare functional summaries, analysis reports, and updates for review by the Process Lead – ACES

• 4+ years of experience in Business Analysis, Product Implementation, and Customer Interaction
• Strong hands-on experience in Agile / Scrum environments
• Proven expertise in:
• Requirement gathering and analysis
• BRD, BDD, user stories, and acceptance criteria
• Process mapping and workflow documentation
• Gap analysis and functional solutioning
• Experience supporting product implementation activities including implementation training and go-live support
• Experience interacting directly with customers for requirement clarification, training, or issue resolution
• Exposure to handling functional or production support issues
• Strong stakeholder communication and coordination skills
• Good presentation skills (mandatory)
• High ownership mindset and ability to work independently
• Basic understanding of finance fundamentals (mandatory for finance-oriented products)
• Hands-on experience using AI tools to support:
• Requirement and documentation drafting
• Workflow diagrams and wireframes
• Research and analysis

• Experience working with ERP / SaaS / Travel / Finance / Enterprise platforms
• Exposure to SLA-driven support environments
• Experience working in multi-product or product-group environments
• Prior experience mentoring junior team members will be an added advantage