System Specialist, Loyalty

**Work type**:
Full Time**Location**:
Sydney**Job type**:
IT**Applications close**:
**System Specialist, Loyalty**:
Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety - in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

**What you’ll be doing**

The objective of the System Specialist, Loyalty role is to be responsible for providing end-to-end functional expertise of loyalty systems, and act as a conduit between the business and the wider technology support teams. With a strong technical delivery and systems background, demonstrated initiative and well-developed communication skills, your customers will be the Loyalty business and delivery teams who will rely on the role's expertise to get the best from their systems. The work will involve a mix of stakeholder management, vendor management, delivering small system enhancement initiatives and business solutions, all whilst being a part of the dynamic, inclusive and vibrant Technology department.

Further responsibilities:

- Responsible for all relevant technology platforms and processes related to the Loyalty divisions. You will be the SME for loyalty technology and associated end to end processes
- Meet regularly with your allocated division’s relevant leaders and teams, to understand their current and future business needs and translate these into technology requirements and solutions
- End to end understanding of how the Loyalty division is using their technology, to ensure correct security and continuous improvement measures are achieved
- Work with the Loyalty division and technology support teams to quickly identify the cause of complex issues, assist with workarounds and resolution
- Proactively keep up to date on relevant product changes and regularly share new information with users, including impact assessments of change requests or enhancements
- Ownership of small enhancement initiatives from understanding business need, engaging IT stakeholders to determine solution to coordinating delivery of solution through to completion
- Contribute to larger technology projects ensuring these projects deliver technology solutions that meet business need considering division’s end to end systems and processes
- Work with project and IT teams in designing system enhancements or integrating your allocated divisions systems with other technology
- Ownership of Change process and governance for Loyalty including system upgrades, scheduled outages and support handover and documentation
- Manage regular meetings with your allocated division system administrators and yearly planning workshops in line with technology roadmaps
- Build and maintain regular positive engagement with vendors and technology providers to develop successful working relationships that contribute to the effectiveness of your allocated divisions system support
- Reviewing all vendor statements of work to ensure they are in alignment to contractual requirements and keeping track of delivery (where they are outside of funded projects)

**You’ll be great in this role if you**
- Tertiary qualification in Information Systems or equivalent experience in a similar role
- At least 2 years' experience as a Systems Analyst/ Systems Specialist/ Platform Owner/ Platform Analyst (or similar role)
- Demonstrated experience with understanding and analysing business issues and translating them into business requirements and then into technology solutions
- Experience supporting your allocated division's systems in a large organisation
- Track record of identifying opportunities for continuous improvement and delivering effective change
- Experience producing documents for communication to a broad audience
- Experience in managing and delivering small work packages
- Good level of knowledge of IT systems including integrations and impacts
- Strong communication and facilitation skills encompassing user and management levels, including vendors
- Good level of knowledge of other technology or information integrating/ impacting your allocated divisions systems
- A thorough understanding of the project/system development lifecycle
- A background in loyalty is desirable, but not essential.

**We’re committed to looking after you, with some of the best benefits and conditions in the industry - including (but not limited to)**:

- Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
- A flexible, hybrid work style. Work from home or the office, adapt your location to suit your style and needs
- One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy