technical business analyst - #46644

Department: technology

Employment Type: Permanent - Full Time

Location: Netherlands, Leiden

Reporting To: head of product

Description

As our technical business analyst, you are the detective and architect of our digital guest and employee journeys. You thrive on diving deep into system logs, tracing API calls, and connecting the dots across multiple platforms to understand how our digital ecosystem truly works.

You'll play a crucial role in optimizing the stay-phase experience by mapping end-to-end journeys across our product portfolio including Salesforce, Auth0, Recurly, Apaleo, and the trinity products (moodpad, mamba, kiosk). Your technical curiosity and analytical mindset will help us create seamless digital experiences that delight guests and unlock efficiency for ambassadors.

This role sits at the intersection of technical investigation, journey mapping, and solution design. You're the bridge between business needs and technical reality - someone who can read logs in the morning, map customer journeys in the afternoon, and propose elegant solutions by end of day.

Key Responsibilities

• Monitor system performance and stability, proactively identifying patterns that could impact guest or employee experience
• Work with internal tech teams and partners to troubleshoot complex cross-system issues
• Map business processes to identify opportunities for automation and AI-driven optimization, collaborating with the Automation & AI team to remove manual work and increase efficiency
• Deep dive into system logs, API calls, and technical traces to investigate incidents and identify root causes of issues across our product ecosystem
• Conduct technical forensics when issues occur, documenting findings and translating technical details into business impact
• Identify friction points in guest and employee journeys through data analysis, system observation, and stakeholder feedback
• Document current state ("as is") and desired future state ("to be") journeys using process flows, user stories, and technical diagrams
• Gather information from business stakeholders to understand problems and desired outcomes
• Evaluate solution alternatives considering technical feasibility, integration complexity, and business value
• Create proposals for system improvements with clear problem statements, solution options, and recommendations
• Collaborate with In-Hotel Tech and Automation & AI teams on dependencies and integrations
  
  

Qualifications / Skills

• Strong technical aptitude: Comfortable reading API documentation, analyzing JSON payloads, understanding authentication flows, and interpreting system logs
• Journey mapping expertise: Proven ability to map complex customer journeys and identify optimization opportunities
• Problem-solving mindset: You genuinely enjoy investigating technical issues and finding root causes
• Analytical skills: Can synthesize information from multiple sources (logs, data, stakeholder input) into coherent insights
• Communication excellence: Translate technical complexity into clear business language; adapt style for different audiences
• Experience with hospitality systems (PMS platforms like Apaleo, guest-facing technologies)
• Knowledge of CRM platforms (Salesforce or similar)
  
  

What's in it for you?

• citizenM experience nights for you (and friends and family)
• Personal and professional development opportunities and programs
• Latest tech devices and all the tools you need to be successful in your role
• Commuting travel costs covered (by car or public transport)
• Pension and cycle-to-work scheme
• Subsidized fresh daily lunches at our support office
• Flexible public holidays
• Employee assistance program
• Varied team days and social events (from food trucks and quizzes at the office to parties on boats)
  
  

Location/hours

This role is based in Leiden. Hybrid working is possible, 100 days per year in the office. No fully remote. This is a full-time role.

Interviews will start as of May 14th.

Please note that we are only able to consider applicants with the right to work in the Netherlands. We won't be able to sponsor visas for this role.