BCD Travel 8340 in Costa Rica

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:

Job Specific Essential Duties & Responsibilities:

Core Responsibility 1:

Implementation of GDS and Agent Facing Products

Have good understanding of all GDS and BCD Travel technology products by region and product ownership to ensure proper implementation process can be developed and implemented

Responsible for the GDS and product setup of new business implementations: Attend new business implementation calls when required

Meet implementation SLAs for supported products

Coordinate product installations with the appropriate internal groups and vendors Escalation to the technology provider(s) using appropriate tools

Conduct user testing and sign off

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 for projects or products as requested

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 support (cases and phone where applicable) and maintenance post implementation

Maintain product databases if required

Coordinate product installations with the appropriate internal groups and vendors Issue testing, escalation and resolution to include:

Troubleshoot 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 (if applicable) on cases received from the 1st level Support teams Ensure SLA agreements are adhered to system availability Ensure SLA agreements are adhered to for problem resolution

Provide communications to fields on outages or enhancements

Consultation on business and technical analysis with project stakeholders and enterprise technology personnel

Core Responsibility 2:

Maintain Implementation plans, support and product documentation Provision and maintenance of core product documentation for support, agents, sales, learning and development, performance solutions and general communications

Liaise with Product support, development , managers and product planning to keep user documents, manuals, test plans, FAQs etc., updated in real time

Core Responsibility 3:

Interact with Product Delivery Managers, 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, Operational teams and Product Planning

Other: This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.

Education / Knowledge / Experience:

Essential:

English speaking

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) Working 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. Good business writing skills, to ensure documentation is written in a clear and concise manner 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 Excellent presentation skills with an innovative approach to represent data in a diagrammatic presentation Good understanding of desktop scripting, profile, mid-office and online booking tools Experience in product testing and quality assurance.

Work Schedule: Thursday to Monday -- 9am to 6pm Except Sunday -- 6am to 3pm

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled