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Applications Support Coordinator - Montvale NJ

Job no: 505639
Brand: Global Procurement Network
Work type: Full time
Location: USA - New Jersey
Categories: Operations & Professional Services

Job Purpose:

The Systems Support team is responsible for all aspects of support for business critical systems used by Global Procurement Network and our Selling Partners globally. As a Systems Support team member you will be responsible for the day-to-day support and issue management of multiple data management/reservations systems as well associated systems along with delivery of system improvements that enhance the value of Global Procurement Network’s business systems.


Production Systems Support:

  • Provide outstanding service and Second level support to area and selling partners globally
  • Problem solving to identify and resolve business and system related issues
  • Proactively recommending process change for business improvement
  • Setup, maintenance and support of our main and associated systems for area and Selling Partners globally 
  • Involvement in system enhancements and new projects as a subject matter expert
  • Super User training to ensure correct use of our production systems
  • Critical analysis, creation and ongoing maintenance of System Documentation and reporting requirements
  • After hours assistance (as required) to support users globally

Performance measures:

  • Issue resolution within SLA
  • Turnaround time for enquiry requests

Release Management:

  • Coordinate end-to-end release management for all system modifications
  • Review system modifications to document and execute test cases
  • Communication with vendors and users globally regarding any system issues, outages and changes
  • Ensure systems are maintained to the highest-level, including implementation of software updates and functional enhancements
  • Manage change in business process associated with the rollout of system enhancements

Performance measures:

  • Successful and on- time delivery of version releases
  • Monthly and quarterly key project targets


Key Competencies:

Personal Leadership

  • Communicates a clear, exciting and shared view of the future for GPN
  • Champions change
  • Leads by example
  • Abides by FCL Philosophies

Customer Focus

  • Commits to quality
  • Focuses on customer needs
  • Provides outstanding service

Excellent Communicator

  • Fosters open communication
  • Listens actively
  • Practices information sharing
  • Presents ideas & concepts logically and clearly
  • Unwavering integrity and level of trust

Partnering and Building Relationships

  • Professional and friendly when dealing with colleagues, external partners and vendors
  • Builds and sustains productive relationships
  • Builds trust in relationships
  • Lateral thinker

Works effectively on a team

  • Builds trust and shows support and respect
  • Communicates in an open, friendly and professional manner in team discussions
  • Works effectively as team member to achieve shared goals

Makes effective decisions and embraces change

  • Identifies and understands issues, problems and opportunities
  • Compares data from different sources to draw conclusions and make recommendations
  • Takes actions that are consistent with available facts, constraints, and probable consequences
  • Accepts constructive feedback in an open fashion


Skills and Capabilities

Technical Skills and System Knowledge

  • Ability to understand and translate technical issues to business language and vice versa
  • Ability to learn and use back office systems from technical and business perspective
  • Sound knowledge of Microsoft Office applications including Word and Excel
  • Ability to troubleshoot issue on back office systems

Problem solving

  • High attention to detail and ability to analyse and resolve issues
  • Ability to drill down and understand underlying facts
  • Ability to think laterally

Excellent communication skills, both written and verbal

  • Active and appropriate communication to and from the business
  • Via written form, using industry approved methodologies
  • Foster open communication

Stakeholder management

  • To peers – knowledge sharing for a global standard
  • Ability to create a consultative approach with key stakeholder groups
  • Clearly communicate key business outcomes with stakeholders
  • Build effective relationships

Planning and time management

  • Setting, managing and meeting work timelines
  • Understand and work with changing priorities
  • Be autonomous once set a task
  • Establish and manage people’s expectations required to achieve goals
  • Work to tight deadlines

Upholds Company Philosophies and Culture

  • Takes ownership for successes and failures
  • Exhibits a passion for their business and company
  • Encourages a sense of enjoyment in the workplace


Qualifications & Experience

  • Knowledge of travel industry and travel management systems
  • Exposure to travel systems such that there is an understanding of the complexities of global booking systems
  • 1+ year(s) in an environment requiring:
    • Analysis of information to assist with problem resolution and business process improvement,
    • Dissemination of information via written and verbal communication,
    • Active participation in meetings with business representatives,
    • Application quality assurance (testing) or application support

What FCTG USA offers:

  • Strengths based culture
  • Onsite fitness area
  • Onsite café
  • Relaxed dress attire
  • In-house travel planner to book discounted hotel & air
  • Benefits including vision, medical, and dental after one full month of employment.
  • 401K with up to 3% company match after 3 months
  • Free and confidential access to our in-house financial advisor (401K, Stock Plan)
  • Life Insurance, Short/Long-Term Disability, Employee Assistance Program, Health Advocate and MD Live
  • Giving back through the Flight Centre Foundation (Habitat for Humanity)

Location: Montvale, NJ

FCTG USA is an affirmative action - equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success!

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