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Application Support Assistant Team Leader - Montvale NJ

Job no: 505949
Brand: Global Procurement Network
Work type: Full time
Location: USA - New Jersey
Categories: Wholesale & Product

Job Purpose: The Systems Support Team deals with Production Application Support and will be responsible for all aspects of support for business-critical systems used by Global Procurement Network and our Selling Partners globally. As the Systems Support Assistant Team Leader, you will be responsible for the day-to-day support and issue management of multiple data management/reservations systems and other associated systems along with delivery of system improvements that enhance the value of Global Procurement Network’s business systems. 



Production Systems/Application Support


  • Act as an intermediary between vendors and system users on day-to-day technical issues for all systems used by GPN
  • Support and analysis of system related issues through to resolution
  • Analyse workflow to maintain process maps and isolate areas of potential improvement 
  • Review and approve system enhancements to ensure they meet the business’ requirements
  • Assist with the implementation of system enhancements across the global user base
  • Critical analysis, creation and ongoing maintenance of System Documentation and reporting requirements
  • After hours assistance (as required) to support users globally

Performance Measures:

  • Issues responded within 24 hours and managed through to resolution
  • Issue resolution within agreed SLA


Systems Testing & Release Management


  • Assist with recommendations for all system modifications
  • Maintain Documentation and assist with test cases for system modifications
  • Communication with global user base on any system issues, outages and changes

Performance Measures:

  • Successful and on-time delivery of bug fix/version releases

Leadership, Training, Development and Support of Team Members


  • Effectively lead the team to achieve team results
  • Train, develop and support team members
  • Documentation of processes

Performance Measures:

  • Monthly and quarterly key project targets
  • Team KPIs met


Person Profile/Key Competencies:

Critical and analytical thinker

  • Challenges established thinking, processes, or protocols with company success in mind
  • Quickly and systematically analyses the root cause of work-related problems before taking corrective action
  • Willingness to imagine or remain open to considering alternative perspectives, and to integrate new or revised perspectives into our ways of thinking and acting
  • Is able to clearly frame a problem, identify and collect the necessary data, and make recommendations for solving the problem
  • Takes complex issues or problems and breaks them down into manageable components
  • Understands how data and recommendations may impact other functions and departments
  • Relates problems to one another and to strategic objectives to recognises opportunities for dealing with several related problems at the same time

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

Personal Leadership

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

Customer Focus

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

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

Excellent Communicator

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


Skills & Abilities:

Planning and time management

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

Problem Solving

  • High attention to detail and ability to 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

Strong ability to converse with both end-users and IT employees at all levels of the organisation

  • 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

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, including data management and reservations systems as well as system monitoring tools
  • Ability to troubleshoot issue on back office systems
  • Sound knowledge of Microsoft Office applications including Word, Excel, Project and Visio


Qualifications & Experience:


  • 2+ year(s) in an environment requiring the transfer of complex information, including:
  • Capture of information, active listening etc
  • Dissemination of information via written communication
  • Organising and chairing meetings with business representatives
  • 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


Skills & Previous experience working with systems development, release management, system testing and helpdesk support

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