Application Support Specialist

Global Travel Collection (GTC), part of Internova Travel Group, is the most influential collection of international luxury travel advisors. More than 1,700 GTC advisors are industry leaders in providing premium travel services to leisure travelers, corporate executives and the entertainment industry. GTC’s combined global reach and leverage translate into value, recognition and preferential treatment for its world traveler clients. Click here for more information about Global Travel Collection.

Travel Technologies Application Support Specialist role provides all levels of GDS and technical product support to our advisors and internal departments requiring assistance to resolve issues that could affect multiple points of the support structure.

The specialist will be required to support all GTC business divisions & assist our Independent Contractors (Advisors) that specialize in Corporate Travel, Luxury Leisure and Entertainment.

As the GDS & booking tools are a central part of the business, collaboration between all departments is essential to ensure processes are working efficiently. Processes identified should always be documented and implemented to reduce issues that arise from undefined practices, or changes in industry standards.

The specialist will be primarily responsible for managing Travelport solutions including but not limited to:

• Support queries raised to the GDS Help Desk (Service desk)
• Bespoke advisor work
• Implement new pccs
• Projects as governed by the business
• Growing the Smart Button portfolio.
• Enhancing team knowledge on Travelport

General Team Responsibilities

• Assist with GDS related questions (Formats, workflow, processes and configurations)
• Manage the GDS Help Desk emails.
• Manage all new advisors onboarding and offboarding (Agency implementations)
• Set up new corporate clients (create profiles-Sabre/Client Base/Umbrella Faces)
• Support Implementation of new client OBTs/BTA cards
• Create bespoke solutions (processes/scripts) as required by the business to support internal or Advisor needs.
• Support new product developments and rollouts that encroach on the GDS.
• GDS Software installation & support
• Support GDS Hotel rate code loading and ongoing maintenance
• Set up / troubleshoot bespoke itinerary configurations (TripCase / Navitas Itin-X)
• Manage/Support all processes that flow into/out of the GDS (this includes Advisor processes front end, through to our back-offices (Dolphin/Agresso Net Suite)
• Identify and share changes and updates related to the GDS with operational leaders.
• Set up / Support Sabre Red apps and scripts.
• Set up / Support Galileo Navitas products.
• Scriptwriting (Smart buttons-Travelport, Workflows-Sabre, Smartflows-Amadeus
• Support Compleat (mid-office) updates where required.
• Support GDS audits as and when required.
• Support questions and troubleshoot for all GDS & GDS Tools
• Evaluate and escalate where training needs are identified (Advisors).
• Evaluate and escalate issues to IT and other operational teams where necessary.
• Keep up to date with all changes to procedures/processes within the Travel Technologies team and other operational teams.
• Ensure that all internal process documents are kept up to date.
• Identify and share improvements suggestions to processes and procedures within the operations team / wider UK teams to enhance advisor and internal team processes.

Requirements

• Advanced knowledge of the travel industry is essential.
• 3 -5 years’ experience (fully proficient) working with Travelport (back end)
• Travelport script knowledge essential – Smart Buttons preferably
• Thrives in a fast-paced environment and can easily adapt to the rapidly changing priorities of the business.
• Demonstrates a positive & "just own it" attitude that leads to creative problem solving and solutions (attention to detail is key)
• Ability to move projects and share updates in a timely manner with the project owner.
• Ability to manage multiple projects/tasks simultaneously and prioritize own workload.
• Excellent oral and written communication skills are essential.
• Must have exceptional customer service skills.
• Flexibility to support the needs of the business

GDS AND GDS TOOLS

• Travelport, Sabre and Amadeus
• Mid office tool - Compleat
• RoomService
• Profile tools - Umbrella Faces, Client Base and Embark
• Online Booking Tools – Atriis and Concur
• Dolphin Res Module and Back Office
• Agresso NetSuite and Advisor OS
• Payment Solutions – Conferma and Apexx
• Reporting tools - Magnatech and Power BI

Hybrid/Onsite:

The salary range on this job posting/advertising has been developed to give applicants a range based on the local market where the candidate would be working.  Many factors, such as years of experience, budget etc. are considered when determining the starting rate of pay. 

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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