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Applications Support Coordinator - Montvale NJ
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.
Accountabilities
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!
