Business Technology Analyst

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What Opentable is looking for in applicants

OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), powers reservations for the hospitality industry. OpenTable’s software seats more than 1 billion people per year and helps more than 60,000 restaurants, bars, wineries and other venues attract guests, manage capacity, improve operations and increase revenue.

As an employee of OpenTable, you will be part of a global network that includes OpenTable and KAYAK's portfolio of metasearch brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined. Many employees are dedicated to one brand, but we all have the benefit of using each other's strengths and insights. Together, we're able to help people experience the world through dining and travel.


We're looking for a Business Technology Analyst who is passionate about driving seamless customer and agent experiences through our systems and tools. You'll be the expert and system administrator for a variety of in-house and third-party software tools used by our Customer Success teams to support our customers.

As our Business Technology Analyst, you will have the responsibility to analyze, document and organize requirements and solutions and work closely with Customer Success leadership to optimize existing tools, onboard tools in the pipeline and identify other future tools as needed. This is an opportunity to apply the newest technologies to help drive our digital self-help philosophy.

We are looking for someone who can jump in and lead all aspects of multiple responsibilities and projects while producing high-quality work and enabling solutions to extend across global geographies and varying customer segments.


Job Responsibilities

  • System administration, integration, oversight of omni-channel technical solutions within the Customer Success organization, including, but not limited to telephony; workforce planning, chatbots, knowledge base solutions, case management systems, workflow automation.
  • Develop domain expertise with our telephony system (Talkdesk).
  • Establish a relationship with Talkdesk resources and quickly develop a “system administrator” skill-set through Talkdesk trainings. Understand call flows, IVR configurations, reporting, billing, provisioning of user accounts and phone numbers.
  • Gain a deep understanding our AI tools, system capabilities, configurations and usage.
  • Identify trends and issues by observing and reporting on system functionality and performance.
  • Lead the evaluation of different tools and implement technical feasibility assessments.
  • Demonstrate solution functionality to business partners as needed.
  • Take part in full implementation lifecycle from requirements capturing to system implementation, configuration, and testing to ensure that solutions meet the global business requirements.

Experience and Skills

  • At least 2 years experience in an omni-channel customer service environment focused on technology administration and solution implementation.
  • Experience building and improving tools and solutions for use in a dynamic environment for different business units.
  • Experience contributing to developing strategy of technology solutions for customer service teams.
  • Solid ability to simplify complex technical information to a diverse group of business partners.
  • Intermediate level experience working in Salesforce Service Cloud environment is a plus
  • Lite coding experience is a plus


  • Generous paid vacation
  • Day off on your birthday
  • Company matched retirement plans
  • Health, dental and vision insurance plans
  • Flexible Spending Accounts
  • Headspace Subscription
  • Flexible hours
  • Universal Paid Parental leave


In accordance with Colorado's Equal Pay for Equal Work Act, the expected base salary range for this role in Colorado is $72,000.00 - $79,000.00. This position is eligible for additional compensation and benefits including: cash bonus* compensation*; health benefits; flexible spending account; retirement benefits; life insurance; paid time off (including PTO, paid sick leave, medical leave, bereavement leave, floating holidays and paid holidays); and parental leave and benefits. Actual compensation will be determined by experience and other factors permitted by law.


Diversity and Inclusion

We aspire to have a workplace that reflects all of the diverse communities we serve. We know that when we have diverse teams we produce more creative ideas, products, and better outcomes for our team members. OpenTable/KAYAK is proud to be an Equal Opportunity Employer, and we welcome and encourage candidates from all backgrounds and experiences to apply for roles on our team. Whoever you are, just be you.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


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What is Opentable looking for?
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