Application Services Support Analyst - Montvale NJ - Flight Centre Technology (Westwood)

Employment Type

: Full-Time

Industry

: Miscellaneous



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Application Services Support Analyst

The Application Services Support Analyst role will provide second level support to our internal businesses for a specialized suite of applications that are developed both internally and through third parties.

Responsibilities:

Support:

  • Responsible for managing support requests entered into the help desk system
  • Assist service desk with investigation and issue management
  • Advanced triage and investigation
  • Regional liaison for issue escalation to internal and external support teams
  • Conduct in depth reviews with the businesses for the purposes of understanding system issues
  • Reporting as required
  • Version Release Testing & Coordination:

  • Version release testing and support
  • Responsible for the verification of bug fixes
  • Responsible for maintaining the configuration integrity across the system
  • Process Management:

  • Assist with business improvement and solution gaps
  • Assist with identifying inconsistencies within disciplines between businesses/countries
  • Establish effective processes for the support triage and escalations
  • Projects:

  • Participation in support business changes associated to future projects via Change readiness plan, Impact assessments, Go Live and Post Go Live Assessments.
  • Communications:

  • Support key communication plans with all areas of the business across FCTG America
  • Ensure effective communication of system dependency issues to Regional IT application owners as required.
  • Develop & maintain effective relationships with internal departments & vendors
  • Skills and Capabilities

    Customer Focus

  • Provide outstanding service to internal business and external partners
  • Focus on customer needs and emerging trends
  • Problem Solving

  • Identifies and understands issues, problems and opportunities
  • Compares data from different sources to draw conclusions
  • Structured approach and framework for resolving key business problems
  • Present clear recommendations to senior management
  • System Knowledge

  • Extensive experience with understanding of FCTG front, mid and back office travel and its related systems.
  • Detailed working knowledge of Sabre GDS application
  • Good working knowledge and experience with database applications and system infrastructure and architecture
  • Travel Industry & Business Knowledge

  • Demonstrate detailed knowledge and understanding of travel industry and Flight Centre Ltd models including wholesale, retail, online & corporate
  • Extensive industry knowledge and experience (min 5yrs) across all key disciplines including but not limited to procurement, operations, retail, wholesale, online, project management, IT & develop and management.
  • Demonstrated extensive leadership experience and abilities
  • Good working knowledge of FCL and associated front/mid & back office systems
  • Business Acumen

  • Understands key business drivers for their Area and contribute to its success
  • Entrepreneurial mindset (identifies business opportunities for the organization)
  • Superior analytical, evaluative & problem solving skills
  • Execute effectively, consistently & in a timely manner
  • Relationship Building

  • Professional and friendly in dealing with internal business partners and external suppliers
  • Builds and sustains productive relationships
  • Establishes rapport with partners
  • Builds trust in relationships
  • 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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