Role Description:
Booking Holdings (NASDAQ: BKNG) is the world leader in online travel and related services, provided to customers and partners in over 220 countries and territories through six primary consumer-facing brands - Booking.com, KAYAK, Priceline, Agoda.com, Rentalcars.com, and OpenTable. The mission of Booking Holdings is to make it easier for everyone to experience the world.
Booking Holdings Center of Excellence based in Bengaluru, India is a legal entity of Booking Holdings Inc. The Center was created to support the increasing business demands of the Booking Holdings Brands. The Center of Excellence provides access to specialized and highly skilled talent, leading industry best practices, and collaboration opportunities across all of the Booking Holdings brands and business units.
Role description
The Service Operations Specialist identifies opportunities to improve and scale IT service delivery by analysing operational processes, configuring service platform capabilities, and implementing automated workflows and solutions within ITSM and ITOM environments.
The role crosses service operations, process improvement, and platform configuration, working with IT Support, Service Management, and Engineering teams to translate operational challenges into practical, measurable improvements.
It is a hands-on, execution-focused role. Success is demonstrated through improved operational efficiency, reliable delivery of service improvements, and clear visibility of service performance across the organisation.
Key Job Responsibilities
Analyses service operations processes and workflows, working with operational teams and stakeholders, in alignment with established service management practices, in order to identify opportunities to optimise processes, improve efficiency, and enable automation.
Documents current and future state service processes, collaborating with service teams and subject matter experts, following organisational documentation standards, in order to create clear procedures and support the implementation of service improvements.
Designs, configures, and implements low-code automated workflows and service processes within operational platforms, working with service teams and platform owners, in alignment with established governance and configuration standards, in order to deliver scalable automation and improved service delivery.
Configures and enhances service platform capabilities, including forms, workflow logic, and automated service actions, in accordance with platform guidelines and operational requirements, in order to support efficient and consistent service operations.
Prepares and executes testing activities for new or updated service capabilities, working with operational teams and stakeholders, using defined testing and validation approaches, in order to ensure solutions meet requirements and maintain operational quality standards.
Monitors service performance and implemented improvements, reviewing service data, dashboards, and stakeholder feedback, in alignment with service performance frameworks, in order to evaluate effectiveness, identify optimisation opportunities, and support ongoing service improvement.
Supports broader service operations activities, including producing ad hoc operational reporting and contributing to service management practices such as change management, problem management, and other service coordination tasks, in alignment with established governance processes, in order to maintain stable service operations and support continuous service improvement.
Role Qualifications and Requirements
Essential Skills:
3-5 years total experience with a Bachelor’s Degree.
Experience analysing and documenting service or operational processes in order to identify opportunities for improvement, optimisation, and automation.
Ability to identify workflow inefficiencies and recommend practical solutions to improve service delivery and operational efficiency.
Experience configuring enterprise service management or workflow platforms, including forms, workflows, and automated processes.
Experience working with enterprise service management tools such as ServiceNow, Jira Service Management, or similar platforms used to manage service workflows and automation.
Ability to design and implement automated workflows using configuration based or low code tools.
Experience translating business or operational requirements into configured platform solutions, including workflow logic, data structures, and process automation.
Strong analytical and problem solving skills with the ability to interpret operational data, dashboards, and service metrics to identify trends and improvement opportunities.
Experience supporting testing and validation of new processes, automation, or system capabilities to ensure quality and reliability.
Understanding of IT service management (ITSM) and IT operations management (ITOM) practices, including areas such as incident management, change management, problem management, and operational monitoring.
Ability to create clear documentation including process diagrams, procedures, and operational guidance.
Strong stakeholder management and facilitation skills, with the ability to align cross functional teams and drive agreement on requirements and solutions.
Strong written and verbal communication skills with the ability to explain operational concepts to both technical and non technical audiences.
Ability to collaborate effectively with cross functional teams in order to support service improvements and operational outcomes.
Preferred skills:
Certifications or training related to IT service management or service management platforms (e.g., ITIL or platform specific certifications). ServiceNow University credentials are also considered.
MBA with IT or Operations specialization.
We are a performance-based company that offers career advancement and lucrative compensation, including bonuses and stock potential.
We value Diversity of all types and in an open, dynamic workplace. This has been a pillar at Booking Holdings since day one, and something we continue to strongly believe in and build today.
Booking Holdings is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.
Pre-Employment Screening:
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the open position at Booking Holdings India Pvt Limited.
