System Support Analyst

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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This role will be working closely with Support team members sitting in US, Paris and plan for daily handovers for an uninterrupted support. Core responsibility includes providing technical assistance related to the Global AMEXGBT Egencia Web Sites or backend and financial systems to Travel Consultants, Customer Service, Account Managers, Sales and other internal AMEXGBT Egencia teams on live site issues. You will be expected to escalate issues to the appropriate development teams, log defects, and help with prioritization based on business impact and follow up when issues are found that may require code changes. You will be required to support Live site incidents/outages and work along with global Dev, IT and 3rd party teams to resolve the issue as well as tracking post incident analysis in detail. Close interaction with the global support team is required to implement a global, follow-the-sun support model along with case routing, workforce co-ordination. You will be troubleshooting for issues across the GDS, 3rd Party systems, APIs as well as the UX level.

What you will do:

• Queue management of cases / tickets and timely resolution (within defined objectives) of technical issues escalated to the team.Troubleshoot live site issues, engage appropriate parties, and drive through to resolution.Generate and present metrics, reports of achieved metrics.

• Define, develop and maintain artifacts like technical design or partner documentation.Oversee the Front/Back office system for stability, uptime, and troubleshoot for issues as encountered

• Should be flexible with working in rotational shifts.Work closely with Support team in across globe, plan a handover on daily basis.Defect management by opening relevant defects with appropriate level of technical information and prioritization to yield defect fixes.

• Participate in triage with the product teams as well as the business teams.Run communication cadence with key stakeholders to keep them abreast of any issues

• Manage expectations of key features and capabilities from a fix perspective.Analyse data from the incident management system and conduct trend analysis.

• Oversee the flow of information from internal customers all the way to product development teams and ensuring high impact issues are addressed in a timely manner with agility.Participate and run key meetings with the global team and look at patterns, trends and work proactively to address case volume reduction via process changes, product changes or implementing self-service within the user community.

• Stay abreast of technology advancements bringing focus to those that will benefit Expedia.Interact with customers, business stakeholders, product development teams and peers to share information and help leadership improve cross-departmental processes.

• Work with Product Development team to influence supportability architecture and influence designs to include instrumentation for supportability.Manage expectations of key features and capabilities from a fix perspective

What We’re looking for:

• Bachelor of Engineering/Science degree preferred from accredited college/university or equivalent exp required.At least 4 -5 of experience in providing technical application support for a Travel TMC, Travel industry applications or Travel technology.

• Strong Travel counsellor experience along-with strong knowledge of GDS, Front end /mid – office / backend Travel tools and applications will be preferred.Prior experience with technical support queue resolution and ability to troubleshoot web based technical problems in a 2-3 tiered architecture is a must have.

• Impeccable written communications skills.Ability to write complex SQL Queries and good understanding of web technologies, work in a fast-paced environment and manage multiple issues simultaneously.

• ASP.NET/JAVA/Scripting skills and other programming skills along with administration of Sales force would also be a plus.Prior experience with Microsoft Dynamics Navision, Oracle, Sabre, Worldspan and Amadeus is a plus and highly desirable.ITIL, Salesforce, AWS and other relevant certification will be a plus (or in plan to be completed).

• Knowledge or experience in using a ticketing system for incident management or case management is preferred. Strong Technical troubleshooting and communication skills, knowledge of SDLC, SCRUM, Agile methodologies, SharePoint and Microsoft Office is required.Organizational savvy with strong interpersonal skills.

• Utilize impact and influence skills to drive changes, and consensus across organizations.Global support experience with a high degree of personal accountability.

• Highly disciplined and good time management skills.Expert problem-solving skills with an eye for detail. Ability to cope with pressure, defined objectives and goals and delivers results.

• It will be Hybrid mode.

Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• And much more!

All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!