Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

 

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As a member of the Global Travel Application Support (GTAS) EMEA team in the Global Technology & Enterprise Services organization, this position is based in UK, is virtual and will be focused on providing Technical Application Support for GBT Group for Travel Counselor Servicing applications.

The Global Travel Application EMEA team is seeking a passionate and motivated individual provide technical application support services for GBT for Travel Counselor Servicing applications & Corporate applications.

This role provides a tremendous Opportunity to join and be a part of a fast paced, transformative, passionate, diverse and talented team which is focused on driving outstanding technology application support and stability for GBT Group Travel Counselor Servicing applications.  On the job training will be provided, to learn new skills and enhance on existing knowledge.

What you'll be doing:

• Day to day Responsibility includes providing Level 2 Technical Application Support for GBT applications including Travel Counselor Servicing applications & Corporate applications.
• Manage the resolution of Incidents and requests across the full range of supported applications. This includes timely acknowledgement, prioritization, communication, escalation, analysis and resolution.
• Respond to critical incidents application issues as per defined protocols and objectives.
• Join critical incident bridges and triage issues to deliver or drive resolution.
• Monitor various ticket queues globally to ensure acknowledgement and resolution objectives are met, including critical incidents and any escalated issues. 
• Author Knowledge Articles relating to applications and new-found issues / resolutions.
• Research and solve issues/problems starting with minimal details, including thinking outside the box to determine what might have caused the problem and the solution.
• Perform issue severity assessment quickly based on impact and urgency to the business and prioritize or de-prioritize accordingly.
• Installation and Configuration used for Travel Counselor Servicing applications & Corporate applications.
• Drives problem management & associated resolutions with product management teams.
• Analyses / Perform and drive to RCA (Root Cause Analysis).
• Engage with Local/Regional/Global Level 3 Product development, engineering/network teams for issues that requires additional support for resolution.
• Participates to support efficient handover of new products or product enhancements from Projects to BAU status.
• Report production impact details to the management.
• Adhere to standards and processes for incident management & resolution.
• Coordinate with colleagues in other regions to share market specific knowledge & collaborate & up skill colleagues as required e.g. new applications/existing app changes.
• Ensure compliance with GBT policies and procedures. 

What we need from you:

• Strong experience in the Technical Application Support OR 8 years Business Travel Operations OR Travel Technology OR a combination of these, for a Global Corporate organization.
• Solid Technical knowledge in working with and supporting multiple GDS’s / Point of sale tools, Robotics, Mid / Back office, in business travel industry.
• ITIL and/or Salesforce certification will be a plus.
• Strong understanding of travel applications and how they interact with the GDS system is preferred.  
• Experience of GBT / GBT Front end / mid and back office/ GBT Corporate applications and processes will be a plus.
• Experience in Compleat robotics is a plus. 
• Technically savvy, hands-on individual who can work well with all levels and virtual teams, both internal & external.
• Knowledge or experience in using a ticketing system for incident / request management is preferred but not mandatory. 
• Strong MS Office skills (Outlook, Word, Excel) preferred.
• Highly disciplined and good time management skills.
• Expert problem-solving skills with an eye for detail.
• Ability to cope with pressure, SLA’s and delivers results.
• Customer and client focused.
• Self-starter, quicker learner with ability and zeal to learn new skills and quickly adapt to changing environment & work with little guidance.

     

Location

United Kingdom

     

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!