Application Services Support Analyst - Montvale NJ - Flight Centre Technology (Westwood)
Employment Type: Full-Time
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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.
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
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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