GPN Systems Support Coordinator - Montvale NJ (Matawan)


: $63,000.00 - $95,940.00 /year *

Employment Type

: Full-Time


: Advertising/Marketing/Public Relations

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Job Purpose:

The Systems Support team is responsible for all aspects of support for business critical systems used by Global Procurement Network 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 multiple data management/reservations systems as well associated systems along with delivery of system improvements that enhance the value of Global Procurement Networks business systems.


Production Systems Support:

  • Provide outstanding service and Second level support to area and selling partners globally
  • Problem solving to identify and resolve business and system related issues
  • Proactively recommending process change for business improvement
  • Setup, maintenance and support of our main and associated systems for area and Selling Partners globally
  • Involvement in system enhancements and new projects as a subject matter expert
  • Super User training to ensure correct use of our production systems
  • Critical analysis, creation and ongoing maintenance of System Documentation and reporting requirements
  • After hours assistance (as required) to support users globally
  • Performance measures:

  • Issue resolution within SLA
  • Turnaround time for enquiry requests
  • Release Management:

  • Coordinate end-to-end release management for all system modifications
  • Review system modifications to document and execute test cases
  • Communication with vendors and users globally regarding any system issues, outages and changes
  • Ensure systems are maintained to the highest-level, including implementation of software updates and functional enhancements
  • Manage change in business process associated with the rollout of system enhancements
  • Performance measures:

  • Successful and on- time delivery of version releases
  • Monthly and quarterly key project targets
  • Key Competencies:

    Personal Leadership

  • Communicates a clear, exciting and shared view of the future for GPN
  • Champions change
  • Leads by example
  • Abides by FCL Philosophies
  • Customer Focus

  • Commits to quality
  • Focuses on customer needs
  • Provides outstanding service
  • Excellent Communicator

  • Fosters open communication
  • Listens actively
  • Practices information sharing
  • Presents ideas & concepts logically and clearly
  • Unwavering integrity and level of trust
  • Partnering and Building Relationships

  • Professional and friendly when dealing with colleagues, external partners and vendors
  • Builds and sustains productive relationships
  • Builds trust in relationships
  • Lateral thinker
  • Works effectively on a team

  • Builds trust and shows support and respect
  • Communicates in an open, friendly and professional manner in team discussions
  • Works effectively as team member to achieve shared goals
  • Makes effective decisions and embraces change

  • Identifies and understands issues, problems and opportunities
  • Compares data from different sources to draw conclusions and make recommendations
  • Takes actions that are consistent with available facts, constraints, and probable consequences
  • Accepts constructive feedback in an open fashion
  • Skills and Capabilities

    Technical Skills and System Knowledge

  • Ability to understand and translate technical issues to business language and vice versa
  • Ability to learn and use back office systems from technical and business perspective
  • Sound knowledge of Microsoft Office applications including Word and Excel
  • Ability to troubleshoot issue on back office systems
  • Problem solving

  • High attention to detail and ability to analyse and resolve issues
  • Ability to drill down and understand underlying facts
  • Ability to think laterally
  • Excellent communication skills, both written and verbal

  • Active and appropriate communication to and from the business
  • Via written form, using industry approved methodologies
  • Foster open communication
  • Stakeholder management

  • To peers knowledge sharing for a global standard
  • Ability to create a consultative approach with key stakeholder groups
  • Clearly communicate key business outcomes with stakeholders
  • Build effective relationships
  • Planning and time management

  • Setting, managing and meeting work timelines
  • Understand and work with changing priorities
  • Be autonomous once set a task
  • Establish and manage peoples expectations required to achieve goals
  • Work to tight deadlines
  • Upholds Company Philosophies and Culture

  • Takes ownership for successes and failures
  • Exhibits a passion for their business and company
  • Encourages a sense of enjoyment in the workplace
  • Qualifications & Experience

  • Knowledge of travel industry and travel management systems
  • Exposure to travel systems such that there is an understanding of the complexities of global booking systems
  • 1+ year(s) 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,Application quality assurance (testing) or application support
  • What FCTG USA offers:

  • Strengths based culture
  • Onsite fitness area
  • Onsite caf
  • Relaxed dress attire
  • In-house travel planner to book discounted hotel & air
  • Benefits including vision, medical, and dental after one full month of employment.
  • 401K with up to 3% company match after 3 months
  • Free and confidential access to our in-house financial advisor (401K, Stock Plan)
  • Life Insurance, Short/Long-Term Disability, Employee Assistance Program, Health Advocate and MD Live
  • Giving back through the Flight Centre Foundation (Habitat for Humanity)
  • Location: Montvale, NJ

    FCTG USA is an affirmative action - equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success!

    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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