Systems Support Specialist

3 weeks ago

Brisbane, Queensland, Australia Flight Centre Travel Group Full time
About the Opportunity

The Systems Support team at Flight Centre Travel Group is responsible for delivering exceptional support and incident management for business-critical systems used by our Supply teams and 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, and testing reported bug fixes that enhance the value of our Supply business systems.

Key Responsibilities:
  • 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 changes 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
Requirements:
  • Minimum one year's 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 & Tourism industry experience and/or Hotel Reservation/Systems experience
  • Sound knowledge of Microsoft Office suite
  • Previous experience in a customer service/helpdesk support/call centre environment
What's in it for you:
  • 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
  • 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

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