BCD Travel Implementation and Support Specialist in Atlanta, Georgia

Implementation & Support Specialist

Job Summary

The agent technology implementation and support specialist is responsible for leading and managing GDS and agent facing product tasks associated with new and existing business implementations.

Responsible for the availability, technical and user support, and maintenance of Travel technology GDS and agent facing products.

Subject matter expertise, consultation, product presentation, conducting and attending internal meetings, coordinating project plans and tasks, and managing customer/business expectations are key responsibilities.

Essential duties and responsibilities

Core Responsibility 1:

Implementation of GDS and Agent Facing Products

  • Maintain a good understanding of all GDS and BCD Travel technology products to ensure proper implementation process can be developed and implemented
  • Responsible for the GDS and product set up of new business implementations:

  • Attend new business implementation calls

  • Deliver assigned tasks in a timely manner
  • Coordinate product installations with the appropriate internal groups and vendors
  • Implementation testing, escalation and resolution of any shortfalls should release be required before these are available
  • Escalation to the technology provider(s) using appropriate ticket tracking tools
  • Conduct user testing and sign off

  • Manage GDS and agent facing tools' implementation processes as they relate to timelines and expectations

  • Consultation on business and technical analysis with project stakeholders and enterprise technology personnel
  • Provide subject matter expertise on travel industry practices and underlying industry technologies
  • Keep management advised of potential problem areas within a project timeline and escalate any situation that may jeopardize BCD Travel or vendor credibility
  • Direct the work necessary to complete project on time to meet or exceed implementation SLA
  • Provide status reports as directed on progress and accomplishments to management and keep management advised of potential problem areas within a project timeline and escalate any situation that may jeopardize BCD Travel or vendor credibility

Support and Administration of Agent Facing Products

  • Maintain a good understanding of all GDS and BCD Travel technology products to ensure proper support process can be developed and implemented
  • Responsible for the provision and system availability of GDS and agent facing products
  • Responsible for on-going technical, product administrative support and maintenance
  • Providing support/admin change set up and troubleshooting post implementation
  • Maintain product databases
  • Coordinate product installations with the appropriate internal groups and vendors
  • Issue testing, escalation and resolution to include:

  • Trouble shoot issues prior to release of a product and provide information/awareness of any shortfalls should release be required before these are available

  • Provide 2nd and 3rd level support on cases received from the 1st level Support teams
  • Escalation to the technology provider(s) using appropriate ticket tracking tools

  • Ensure SLA agreements are adhered to system availability

  • Ensure SLA agreements are adhered to for problem resolution
  • Provide communications to fields on outages or enhancement
  • Consultation on business and technical analysis with project stakeholders and enterprise technology personnel
  • Provide subject matter expertise on travel industry practices and underlying industry technologies
  • Keep management advised of potential problem areas within a project timeline and escalate any situation that may jeopardize BCD Travel or vendor credibility
  • Provide status reports as directed on progress and accomplishments to management

Core Responsibility 2: Maintain Implementation plans, Support Documentation and product documentation

  • Create or modify project plans as necessary; this may include different versions or customized offerings of a product or service
  • Create or modify product documentation as necessary; this may include different versions or customized offerings of a product or service
  • Provision and maintenance of core product documentation for support, agents, sales, learning and development, performance solutions and general communications
  • Liaise with Product Support and Product Managers to keep user documents, manuals, test plans, FAQs etc., update as needed

Core Responsibility 3: Interact with Product Manager, operational and account teams

  • Define requirements and document accordingly
  • Provide requirements to other teams as necessary
  • Resolve or escalate challenges
  • Maintain consistent and complete project communications using a communication plan

Core Responsibility 4: Identify and work with key functional areas as required

  • Coordinate where necessary with BCD teams such as Client Facing Technology, IT, Project Management, Performance Solutions, Application Development and Design, Learning and Development as well as Account Management and Operational teams

Core Responsibility 5: Provide 2nd and 3rd level support as necessary

  • Learn the support process of the agent facing products
  • Take support tasks as needed

Key contacts

Internal

  • Product Managers
  • Product Support
  • Operations
  • Account Management
  • IT
  • Project Management
  • Other BCD functional areas

External

  • Vendors

Education/Knowledge/Experience

Essential

  • At least five years' experience in the travel industry with extensive experience of business travel operational reservation work flow procedures
  • Minimum 3 years knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus, Worldspan)
  • Comprehensive knowledge of agent-facing travel technology tools
  • Proficient in Microsoft applications; Word, Excel, PowerPoint, Outlook and Visio
  • A proven background in product configuration, requirements gathering and documentation.
  • Excellent business writing skills, to ensure documentation is written in a clear and concise manner
  • Project Management/implementation experience preferred
  • Ability to lead and direct multiple projects simultaneously.
  • Strong prioritization and time management skills
  • Motivated and flexible to accommodate both internal and external clients
  • Strong decision-making capability
  • Creative problem solving skills

Preferred

  • Spanish and/or other European languages
  • Understanding of web technologies
  • Project Management experience
  • Excellent presentation skills with an innovative approach to represent data in a diagrammatic or graphical representation
  • Good understanding of desktop scripting, profile, mid-office and online booking tools
  • Conversant in Web-based technology with technical and non-technical audience
  • Experience in product testing and quality assurance.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled