Job Summary:
Responsible for 2nd level technical support, application and product analysis for enterprise solutions. Assists developing user documentation, training materials, and supporting user acceptance testing efforts, among other related duties. Acts as a liaison between business and technical departments.
Essential Duties and Responsibilities:
Technical Support:
•Provides 2nd level technical and application support to users of enterprise solutions, including agents and internal clients.
•Supports several enterprise applications and liaise with IT, business users, and clients.
•Documents issues as they arise and manages ticket queues.
•Troubleshoots technical issues and identifies modifications needed in existing applications to meet changing user requirements.
•Establishes issue logs for tracking and work to resolve open issues in a timely manner to minimize impact.
Application and Product Analysis:
•Assists with product requirements definitions, identifies, prioritizes, and validates product enhancements with key stakeholders.
•Works closely with subject matter experts and trainers to learn new applications and support users.
•Assists in developing user documentation and departmental policies and procedures.
•Makes recommendations and re-engineers procedures. Identifies opportunities that can improve efficiency of business processes.
•Provides support for user acceptance testing and customer hand-off.
•Assists in developing test plans, drafting user scenarios and use cases.
•Creates and gives presentations to a variety of audiences including internal and external clients.
Education, Knowledge and Skills:
Requirements:
•At least 2 years of proven experience supporting internal and/or external customers with services and/or products.
•Clear communication skills with the ability to articulate complex concepts and issues to non-functional and non-technical audiences.
•Ability to translate complex business scenarios into automated processes and business applications.
•Excellent English oral and written communication skills.
•Bachelor’s degree in Computer Science, Business Administration, Systems Engineering or equivalent work experience.
•Able to work with minimal supervision and meet deadlines.
•Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
A plus:
•Hands-on business analysis experience is highly desired, including use cases and scenarios, knowledge of requirements gathering methodologies, and process workflows.
•Knowledge of the travel industry or travel industry applications.
