Job Description

GLS Systems Support Analyst
The Systems Support team is responsible for all aspects of support and incident management for business critical systems used by Global Land Supply 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 Global Land Supply’s business systems.
Responsibilities
Provide outstanding service to GLS and partners globally
Second level support fo queries escalated from GLS 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 GLS 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
After hours assistance (as required) to support users globally
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
Key Competencies
Communicate a clear, exciting and shared view of the future for team & business
Champion change
Lead by example
Commit to quality
Focus on customer needs
Provide outstanding service
Foster open communication
Listen actively
Practice information sharing
Present ideas & concepts logically and clearly
Unwavering integrity and level of trust
Professional and friendly when dealing with colleagues, external partners and vendors
Build and sustain productive relationships
Build trust in relationships
Lateral thinker
Build trust and show support and respect
Communicate in an open, friendly and professional manner in team discussions
Work effectively as team member to achieve shared goals
Identify and understand issues, problems and opportunities
Compare data from different sources to draw conclusions and make recommendations
Skills & Capabilities
Ability to understand and translate technical issues to business language and vice versa
Sound knowledge of Microsoft Office applications including Word and Excel
Knowledge of service management tools like JIRA and Salesforce, a big plus
High attention to detail and ability to analyse and resolve issues
Ability to drill down and understand underlying facts
Ability to think laterally
Active and appropriate communication to and from the business
Via written form, using industry approved methodologies
Foster open communication
To peers – knowledge sharing for a global standard
Ability to create a consultative approach with key stakeholder groups
Clearly communicate key business outcomes with stakeholders
Build effective relationships
Setting, managing and meeting work timelines
Understand and work with changing priorities
Be autonomous once set a task
Establish and manage people’s expectations required to achieve goals
Work to tight deadlines
Sound knowledge of Microsoft Office suite
Qualifications
Experience with travel management systems highly desirable
Previous experience in a customer service/helpdesk support/call centre environment
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

Benefits Include:

Generous remuneration structure
Travel perks/discounts, in-house financial and health services
Generous paid-time off policy 
National/International Award Nights and Conferences
Diversity & Inclusion initiatives
Benefits including vision, medical, and dental
Employee Assistance Program
401K program
Company Share purchase scheme
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Fun and flexible work environment
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
Location – Montvale, New Jersey
This role is 100% in office in Montvale, NJ.
** Please advise your leader prior to applying **
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.