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GLS Systems Support Analyst- Montvale, New Jersey

  • New Jersey, United States
  • FCM
  • Full time

GLS Systems Support Analyst

The Systems Support team is responsible for all aspects of support and incident management for business critical systems used by Global Land Supply 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 production applications and associated systems, understanding system improvements as well as testing reported bug fixes that enhance the value of Global Land Supply’s business systems.

Responsibilities

  • Provide outstanding service to GLS and partners globally
  • Second level support fo queries escalated from GLS and Selling Partners
  • Problem solving to identify and resolve business and system related issues
  • Proactively recommending process change for business improvement
  • Setup, maintenance and support of Helio, TravelBox, HotelHub, and associated systems for GLS and Selling Partners globally 
  • Monitor system performance of key applications and report to vendors and stakeholders as necessary
  • Involvement in system enhancements and new projects as a subject matter expert
  • Ensure knowledge share on proper use of business systems by providing internal trainings/demos and creating knowledge articles
  • Critical analysis, creation and ongoing maintenance of System Documentation / Knowledge base articles
  • After hours assistance (as required) to support users globally
  • Coordinate in conjunction with our vendors, on end-to-end release management for all system modifications
  • Review system modifications document and execute functional test cases, as required
  • Communication with vendors and users globally regarding any system issues, outages and changes
  • Ensure systems are maintained to the highest level, including testing and implementation of software updates and functional enhancements
  • Manage change in business processes associated with the rollout of system enhancements

Key Competencies

  • Communicate a clear, exciting and shared view of the future for team & business
  • Champion change
  • Lead by example
  • Commit to quality
  • Focus on customer needs
  • Provide outstanding service
  • Foster open communication
  • Listen actively
  • Practice information sharing
  • Present ideas & concepts logically and clearly
  • Unwavering integrity and level of trust
  • Professional and friendly when dealing with colleagues, external partners and vendors
  • Build and sustain productive relationships
  • Build trust in relationships
  • Lateral thinker
  • Build trust and show support and respect
  • Communicate in an open, friendly and professional manner in team discussions
  • Work effectively as team member to achieve shared goals
  • Identify and understand issues, problems and opportunities
  • Compare data from different sources to draw conclusions and make recommendations

Skills & Capabilities

  • Ability to understand and translate technical issues to business language and vice versa
  • Sound knowledge of Microsoft Office applications including Word and Excel
  • Knowledge of service management tools like JIRA and Salesforce, a big plus
  • High attention to detail and ability to analyse and resolve issues
  • Ability to drill down and understand underlying facts
  • Ability to think laterally
  • Active and appropriate communication to and from the business
  • Via written form, using industry approved methodologies
  • Foster open communication
  • 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
  • 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
  • Sound knowledge of Microsoft Office suite

Qualifications

  • Experience with travel management systems highly desirable
  • Previous experience in a customer service/helpdesk support/call centre environment
  • Minimum one years’ experience 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

Benefits Include:

 

  • Generous remuneration structure
  • Travel perks/discounts, in-house financial and health services
  • Generous paid-time off policy 
  • National/International Award Nights and Conferences
  • Diversity & Inclusion initiatives
  • Benefits including vision, medical, and dental
  • Employee Assistance Program
  • 401K program
  • Company Share purchase scheme
  • Global career opportunities in a network of brands and businesses
  • Ongoing training and professional development
  • Fun and flexible work environment
  • Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
  • Employee giving program
  • Annual Charity Trip
  • Office Environmental Program
  • 1 Volunteer Day per Calendar Year

Location – Montvale, New Jersey

This role is 100% in office in Montvale, NJ.

Any offer of employment in the USA that would require you to attend an office location or company event is contingent upon providing proof of Covid-19 vaccination prior to your start date, subject to approved medical and/or religious exemptions, in accordance with applicable law.

** Please advise your leader prior to applying **

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! Please contact careers@us.flightcentre.com if you need any assistance.

 

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