Operations & System Support Lead bei ITA Group

POSITION DESCRIPTION

The Travel Operations and System Support Lead helps to build, maintain, and support all internal travel systems and automation systems to improve daily performance and strengthen the department’s workflow and operation.  The Travel Operations and System Support Lead also serves SME for agents and new agent trainer in both departments as directed by managers. 

PERFORMANCE ACCOUNTABILITIES & EXPECTATIONS

• Maintain and manage the following systems:
  1. Cornerstone Suite of Products
  2. Globalware
  3. Online Booking Tools
  4. Travelport
  5. DataCleanser
  6. Agency Technology

• Work with ITA Group ETS department to support travel systems for International Travel Associates 
• Learn new software products to improve performance within the company and be able to train others by:
  • Attending training seminars.
  • Reading product documentation.
  • Hands-on experimentation.
  • Attending informational sessions.
• Help maintain Agency Technology AutoPilot rules.  Consistently recognize when a Custom Rule can be used and make recommendations to management.
• Recognize when a smartbutton can be used to create consistency and improve agent productivity.   Provide recommendations to management.
• Review and analyze new third-party travel related products that could increase efficiencies.
• Review and analyze new and existing Cornerstone products that include Cornerstone, Ticket Tracker, Data Cleanser and iBank.  
• Review and analyze all aspects of iBank.
• Assist Sr. Manager and team with all aspects of Travelport+.
• Review and analyze all aspects of the online booking tool/s.
• Oversee and work with the Manager and client on loading multi-level hotel rates in Apollo and online product.
• Assist with building and maintaining client profiles in Apollo and the online tool/s.
• Keep current on updates and release notes for all travel technical systems.
• Assist other team members with automated systems.
• Assist team members with computer office systems such as Excel, Word and Outlook.
• Assist and trouble shoot for the online booking product.  Answer questions and assist in solving problems that come up for internal and external customers.
• Keep current of airline fares, ticketing and exchange rules and assist team members with challenges.

POSITION REQUIREMENTS

• Excellent written and verbal communication skills with the ability to present information to both internal and external customers professionally in easily understood terminology.  
• Strong analytical skills, with the ability to analyze data, processes, and procedures. 
• Ability to work in cross-functional team environments.
• Intermediate experience with Word, Excel, Globalware and third-party travel software products such as Cornerstone required.   Ability to mentor and coach team members on these products.
• Ability to effectively plan, schedule and coordinate projects and meet deadlines, managing multiple projects concurrently.
• Ability to listen, understand and respond to external and internal customers’ needs in a timely manner; customer service experience in a service-related industry preferred.
• Ability to work the time necessary to complete projects and/or meet deadlines.

ABOUT ITA GROUP

ITA Group is an employee-owned engagement and loyalty company that provides data-driven solutions designed to uniquely motivate and inspire our clients’ employees, channel partners and customers. Creating engaging employee experiences is at the heart of what we do and who we are, and we continuously evaluate our team member benefits to ensure our team members are cared for. We offer an array of competitive benefits, including healthy retirement contributions, health, dental and vision insurance, paid parental leave, flexible work arrangements, Volunteer Time Off, paid sabbaticals, anniversary awards and more! Come join our team, recently recognized by several top organizations as a Great Place to Work.