FCM – Technical Implementation Manager – Remote, US

Flight Centre Travel Group
Virtual
Industry : Travel Agent or Tour Operator
Sector : Travel Agent (Retail/Leisure)
Function : Corporate & Group Travel, Information & Technology
Type : Full time

Job Description

Technical Implementation & Support Analyst
 Reports to Team Leader of Online Solutions
 
At Flight Centre Travel Group, we provide highly individualized travel services and leading-edge technology to travelers’ across all corporate brands – FCM Travel Solutions, Corporate Traveler, Stage and Screen, CiEvents, Travel Associates and 4D Consulting.
We are one of the world’s leading and fastest growing Business Travel Retailers. Our teams are the best in the business; providing clients with exceptional service and product knowledge.  FCM Travel Solutions, our largest brand, is celebrating a stellar performance in the World Travel Awards’ program after being named the World’s Leading Travel Management Company 3 years in a row.
Technology plays an ever-increasing role in our industry; we are constantly looking at solutions to bring efficiencies to the business and to our clients. As part of the larger Flight Centre Corporate Technology family, the Online Solutions Support team spearhead training, auditing and mentorship of implementation of our proprietary Client Portal and 3rd party Online Booking Tools (OBTs), Concur Travel, Certify Enterprise Travel, AeTM and GetThere across our corporate brands in US, Canada and Latin America.
If being at the helm of it excites you, and you desire to be an expert and educator in an ever-changing environment, then this is the job for you! 
About you:
This is a highly visible role and requires a mix of excellent technical, communication, presentation and customer support skills. You must be detail and result oriented, organized, resourceful and able to work autonomously. The ability to multi-task in a fast-paced customer-service focused environment is key. You are ideas driven and open to carrying out innovative new methods to gain speed in implementations through automation and process efficiencies.
 
Responsibilities:
Providing 3rd level support via our internal ticketing system to resolve issues regarding our internal profile management system (client portal) and online booking tools
Manage tickets and meet predetermined SLAs in line with KPIs
Update knowledge base articles where relevant based on content of support tickets
Leading/managing/auditing online booking tool implementations and customer experience from kick off to launch and post go live support
Meeting and exceeding predetermined implementation timelines
Designing and documenting training materials for booking tools and linked technology
Heading up project work for the region – identifying project requirements, communicating with key stakeholders and managing process to achieve goal.
Assisting with training of sales and account management team with online implementation process
Keeping up to date with new developments of our own technology and ever-changing online booking tool functionality
Ensuring the service agreement between our company and the client is delivered in every interaction and in a way that ensures total client satisfaction and client retention
Essential Qualifications:
Minimum 3 years in implementing Concur – technical and client interaction skills
Minimum 1 year in implementing DEEM– technical and client interaction skills
Minimum 3 years in an online customer support role
Sabre GDS experience required
Concur API 2.0 profile synchronization experience
Basic understanding of Web Services and XML
Excellent verbal and written communication skills
Training experience
Proven leadership through project management
Experience in working with robotics and automation of processes
Additional Qualifications:
Formal Project Management experience
Knowledge of ADKAR methods of change management
Amadeus GDS experience
 
What FCTG USA can offer you:
 
Strengths based culture
Fun and flexible work environment
Relaxed dress attire
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
In-house travel planner to book discounted hotel & air
National/International Award Nights
Diversity & Inclusion initiatives
Benefits including vision, medical, and dental after one full month of employment
401K program
Generous paid-time off policy 
Free and confidential access to our in-house financial advisor (401K, Stock Plan)
Life Insurance, Short/Long-Term Disability, Employee Assistance Program, Health Advocate and MD Live
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
#LI-REMOTE
 
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. 
 
Visa Sponsorship: Employment eligibility to work with Flight Centre Travel Group in the USA is required as the company will not pursue visa sponsorship for this position.
 
Location: Remote, US


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