Systems Support Specialist

1 week ago

Brisbane, Queensland, Australia Flight Centre Travel Group Full time

About the Opportunity

The Systems Support team is responsible for all aspects of support and incident management for business critical systems used by Flight Centre Supply teams 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 Supply business systems.

What you will be doing:

  • Provide outstanding service to the Supply division and partners globally
  • Third level support for queries escalated from Supply 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 Supply 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
  • 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

You will need:

  • 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
  • Travel industry experience (Retail or Wholesale) and or Hotel Reservation/Systems experience highly desirable
  • Sound knowledge of Microsoft Office suite
  • Previous experience in a customer service/helpdesk support/call centre environment

Location: Brisbane Head Office, South Bank

Hours: Full time office hours Mon-Fri (hybrid environment). After hours on-call duty on a rotational basis

What's in it for you:

  • We offer a flexible workplace with hybrid options available
  • Generous travel discounts on flights, hotels, cruises and travel insurance for you, your family and friends
  • Regular awards nights, social events, and the opportunity to attend our Global Gathering (Lisbon in 2024)
  • Ongoing training and personal development
  • Discounted health insurance with BUPA plus other financial, wellness and exclusive retail services
  • Paid parental and volunteer leave
  • Employee share plan
  • Access to internal 24/7 gym and EOT facilities
  • Global career opportunities in a network of brands in over 20 countries
  • Mental health support and Employee Assistance Program for staff and family
  • Proud diversity and inclusion practices, and Corporate Social Responsibility program supporting the environment and nominated charities through Workplace Giving, volunteering and the Flight Centre Foundation

About the Business

The Supply division is Flight Centre Travel Group's global in-house product procurement and consolidation business, servicing a number of Flight Centre's worldwide selling businesses including Retail, Infinity Holidays, in-country support, Liberty Travel, and Flight Centre Asia.

#LI-CM1

Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.

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