Flight Centre Technology is seeking a Corporate Systems Maintenance and Support Manager to provide systems support for Flight Centre’s corporate brands on a 6 month contract.

Accountabilities

Customer Support

• Provide application support for Flight Centre Travel Group's (FCTG) Corporate brands staff including Campus Travel, Corporate Traveller, FCm, Stage and Screen and others as required
• Offer support via telephone, email, support ticketing and other mediums
• Identify, log, categorise, prioritise, diagnose, assign and escalate incidents as
  required
• Log, categorise and fulfil service requests as required
• Provide users with regular updates about open incidents or requests including at resolution (via phone, email or ticketing system)
• Provide phone coverage to staff during support hours

System Support

• Identify and diagnose system faults as reported to establish possible root cause, workaround and\or resolution and escalate as required
• Escalate system faults, defects or enhancement requests via the documented procedure to the relevant resolver group or third party/vendor
• Understand business procedures and impact when diagnosing system faults to assess impact and priority

Vendor Management

• Monitor and manage system faults, defects or enhancement requests raised to third parties and vendors to ensure they are actioned in a timely fashion
• Update users on the status of escalated items
• Identify and flag areas of concerns with vendor managed items to Team Leader or IT Operations Managers to ensure timely outcomes with concentrated focus

Change Management

• Participate in scheduling, approval and facilitation of changes and releases,
  including risk and impact assessment
• Participate in testing of bug fixes and deployments/changes and provide feedback
  when required
• Communicate changes to systems and accompanying business procedures to
  the business including learning and development and stakeholder groups

Knowledge Management

• Produce knowledge articles based upon user queries and top logged support
  tickets to provide the ability to self-resolve or fulfil
• Review and update knowledge articles on a regular basis
• Amend or retire knowledge articles when required
• Participation in team cross-skilling and continuous improvement activities
  including Directorships
• Contribute to One Best Way procedures and best practice

Skills and Experience

• Intermediate MS Word, Excel skills applied to documentation
• Ability to work with a team in differing locations
• Call centre/ help desk best practice
• Ability to understand and interpret staff feedback/queries to identify requirements
• Able to set and meet expectations with staff over electronic mediums (phone, email,
  ticketing systems)
• Outstanding written, verbal and presentation skills are required
• Extensive experience dealing with difficult or high pressure situations/negotiation skills
• High level analytical and problem solving skills
• Ability to identify trends to call out problems or recurring requests
• High-level team building and motivation skills applied to building and facilitating cross-functional working groups
• Ability to take charge of an issue and see through to resolution
• Outstanding time management and organisational skills applied to managing workload,
  deadlines and project deliverables
• Ability to work without supervision to achieve set day to day tasks and activities
• An understanding of the Corporate brands, including Campus Travel, cievents,
  Corporate Traveller, FCm and Stage and Screen
• Understanding of basic accounting processes, including debit, credit, invoices, receipts
• Applications supported by Corporate Systems Support may include but not limited to: Amadeus/Galileo (GDS), Concur, Lumina Portal, Serko, Tramada and Tramada Expert Reporting

Benefits include

• Generous remuneration structure with incentives that directly reward hard work and results
• Travel discounts, in-house financial and health services, access to internal 24/7 gym
• Global career opportunities in a network of brands and businesses
• Ongoing training and development
• Monthly awards nights, conferences, social events, and the opportunity to attend global awards internationally

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