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About the Opportunity

The Systems Support team is responsible for all aspects of support and incident management for business critical systems used by Flight Centre Global Supply teams 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 Supply business systems.

 

What you will be doing:

• Provide outstanding service to Global Supply and partners globally
• Third level support for queries escalated from Global Supply 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 Global 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

 

You will need:

• 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
• Travel industry experience (Retail or Wholesale) and or Hotel Reservation/Systems experience highly desirable
• Sound knowledge of Microsoft Office suite
• Previous experience in a customer service/helpdesk support/call centre environment

Location: Brisbane Head Office, South Bank

Hours: Full time office hours Mon-Fri (hybrid environment). After hours on-call duty on a rotational basis

 

** Please advise your leader before applying **