Job Description

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.
 
Accountabilities
Provide outstanding service to GLS and partners globally
Second level support for 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
 
Competencies
Personal Leadership
Customer Focus
Excellent Communicator
Partnering and Building Relationships
Work effectively in the team
Make effective decisions and embrace change
Skills and Capabilities
Technical Skills and System Knowledge
Problem solving
Excellent communication skills, both written and verbal
Stakeholder management
Planning and time management
Uphold Company Philosophies and Culture
Qualifications & Experience
Exposure to travel systems such that there is an understanding of the complexities of global booking systems –  Desirable but not required
1+ year(s) in an environment requiring: Essential
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

Customer service in a support role –  Desirable
What we offer:
Rewards platform, cash health plan, travel discounts, in-house financial 
Employee share plan 
Consistently recognised externally as a ’Great Place to Work’  
Fun, social, egalitarian culture with focus on ownership and responsibility 
Global career opportunities in a network of brands and businesses 
Ongoing training and professional development 
Hybrid working model 
Proud Corporate Social Responsibility platform through the Flight Centre Foundation, Responsible Travel Charter, and Brighter Futures programs 
This is a fantastic opportunity for the right candidate. If you’d like to start your career with one of the world’s leading travel companies, apply today. 
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, gender identity, sexual orientation or age.