Application Support Specialist in London

Global Travel Collection (GTC), part of Internova Travel Group, is the most influential collection of international luxury travel advisors. More than 1,700 GTC advisors are industry leaders in providing premium travel services to leisure travelers, corporate executives and the entertainment industry. GTC’s combined global reach and leverage translate into value, recognition and preferential treatment for its world traveler clients.

Responsibilities

• Provide all levels of GDS and technical product support to our advisors and internal departments.
• Support all GTC business divisions & assist Independent Contractors (Advisors) that specialise in Corporate Travel, Luxury Leisure and Entertainment.
• Collaborate between all departments to ensure processes are working efficiently.
• Document and implement processes to reduce issues from undefined practices or changes in industry standards.
• Manage Travelport solutions including but not limited to:
• Support queries raised to the GDS Help Desk (Service desk)
• Bespoke advisor work
• Implement new PCCs
• Projects as governed by the business
• Grow the Smart Button portfolio
• Enhance team knowledge on Travelport
• Assist with GDS related questions (Formats, workflow, processes and configurations).
• Manage the GDS Help Desk emails.
• Manage all new advisors onboarding and offboarding (Agency implementations).
• Set up new corporate clients (create profiles - Sabre/Client Base/Umbrella Faces).
• Support implementation of new client OBTs/BTA cards.
• Create bespoke solutions (processes/scripts) as required by the business.
• Support new product developments and rollouts that encroach on the GDS.
• GDS Software installation & support.
• Support GDS Hotel rate code loading and ongoing maintenance.
• Set up/troubleshoot bespoke itinerary configurations (TripCase / Navitas Itin-X).
• Manage/Support all processes that flow into/out of the GDS.
• Identify and share changes and updates related to the GDS with operational leaders.
• Set up/Support Sabre Red apps and scripts.
• Set up/Support Galileo Navitas products.
• Scriptwriting (Smart buttons-Travelport, Workflows-Sabre, Smartflows-Amadeus).
• Support Compleat (mid-office) updates where required.
• Support GDS audits as and when required.
• Evaluate and escalate training needs identified (Advisors).
• Keep up to date with all changes to procedures/processes within the Travel Technologies team and other operational teams.
• Ensure that all internal process documents are kept up to date.
• Identify and share improvements suggestions to processes and procedures within the operations team/wider UK teams.

Qualifications

• Advanced knowledge of the travel industry is essential.
• 3-5 years’ experience (fully proficient) working with Travelport (back end).
• Travelport script knowledge essential – Smart Buttons preferably.
• Thrives in a fast-paced environment and can easily adapt to rapidly changing priorities.
• Demonstrates a positive & "just own it" attitude that leads to creative problem solving.
• Ability to manage multiple projects/tasks simultaneously and prioritise own workload.
• Excellent oral and written communication skills are essential.
• Must have exceptional customer service skills.
• Flexibility to support the needs of the business.

Tools

• GDS AND GDS TOOLS: Travelport, Sabre and Amadeus.
• Mid office tool - Compleat.
• RoomService Profile tools - Umbrella Faces, Client Base and Embark.
• Online Booking Tools – Atriis and Concur.
• Dolphin Res Module and Back Office Agresso NetSuite and Advisor OS.
• Payment Solutions – Conferma and Apexx.
• Reporting tools - Magnatech and Power BI.

The salary range on this job posting has been developed to give applicants a range based on the local market. Many factors, such as years of experience, budget etc. are considered when determining the starting rate of pay. This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance. Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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