Business Support Specialist

About Us

HBX Group is the world’s leading technological partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard-to-reach high-value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course, we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality.

Job summary

The Business Support Specialist provides first-line support for core business applications (Atlas-Mitra, MaxiRoom, Bedsonline.com, Salesforce) within IT Operations. The role focuses on incident management, system optimisation, and user support, working closely with Product, IT, Application Support teams, and Business Units to ensure efficient resolution of issues and continuous system improvement.

Key Responsibilities

• Deliver application support to internal teams (Operations, Sourcing, Sales) on system usage and business processes
• Manage incidents end-to-end, including triage, categorisation, and resolution or escalation
• Identify non-incident queries and recurring/global issues, maintaining an accurate backlog
• Provide workarounds and mitigation solutions to minimise business impact
• Collaborate with Level 2/3 support teams, ensuring complete and accurate incident documentation
• Support issue investigation by supplying data, evidence, and system insights
• Perform UAT and quality assurance testing in pre-production environments
• Validate fixes, enhancements, and releases before deployment
• Communicate high-impact incidents clearly to key users and stakeholders
• Act as a knowledge point for application-related queries across support levels

Requirements

• Proven experience in application support, IT operations, or business support roles
• Strong understanding of business systems (e.g., booking, contracting, or sales platforms); experience with tools such as Salesforce, Atlas, or similar is a plus
• Experience in incident management, including triage, prioritisation, and escalation
• Ability to analyse issues, identify root causes, and propose effective solutions or workarounds
• Familiarity with UAT testing and quality assurance processes
• Strong stakeholder management and communication skills across technical and non-technical teams
• Ability to work in a fast-paced, global environment and manage multiple priorities
• Detail-oriented with strong organisational and documentation skills
• Proactive mindset with a focus on continuous improvement and optimisation
• Fluent in English (additional languages are a plus)

At HBX Group, we believe that diversity drives innovation and makes travel a force for good.
We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.