Travel & Hospitality

Product & Project Management

Business System Analyst COE for the World’s Largest Airline

  • ~350 destinations across 50 countries
  • $40B+ in revenue
  • 198M passengers served
  • ~6,700 flights per day
  • 100,000+ employees

Business Need

  • Top 5 IT initiative to find continuity across applications used by legacy organizations following merger
  • Consolidation of business requirements for operational optimization
  • Deliver new functionality and integration to ensure business capability on one platform for all business, operations, and flight data
  • Determine applications to be used moving forward and what applications were to be retired to gain efficiencies and save money


  • Deploy team within short period of time to meet business needs and accelerate the program
  • Multi-vendor team of 35+ BA’s
  • Document and implement processes
  • Multiple technology and business gaps
  • Lack of industry best practices
  • Need Model Office Capabilities between BSA’s and QA

Solution & Results

  • Team of 15+ BSA’s supporting PM’s and SCRUM Masters
  • Strategic leadership and ongoing management of BSA COE
  • Executed 42 BRD’s (business requirements document) to date
  • Developed and implemented new BRD format to capture information and drive efficiencies; now used as a standard throughout IT project teams
  • 50%+ reduction in approval times
  • Developed and implemented tracking spreadsheet for cross-dependencies
  • Implemented visual (BPM) diagrams for confirmation of full end-to-end dependencies
  • Implemented Paradigm Traceability Matrix
  • Strengthened maturity of BSA and QA