Automation Jr. Compleat Business Analyst (Mid-Office) - Liberty Travel

Automation Jr. Business Analyst (Compleat)

Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia. FCTG also operates a global corporate travel management network, which extends to more than 90 countries through company-owned businesses and independent licensees. The company opened its first leisure travel shop in Sydney, Australia in 1982 and listed on the Australian Securities Exchange in 1995.  Our purpose is to “open up the world for those who want to see”. Every day, we give people all around the world the opportunity to experience something really amazing – travel!

To learn more about Flight Centre Travel Group please click HERE

About The Opportunity

Technology plays an ever-increasing role in our industry; we are constantly looking at solutions to bring efficiency to the business and to our clients. As part of the larger Flight Centre Corporate Technology family, the FCM Mid-office team manages various aspects of automation programming on the COMPLEAT Control platform across the US, Canada, and LATAM regions.

The team is responsible for scoping requirements, developing and coding solutions, implementing them, testing the systems, and troubleshooting any issues that may arise. This assures a comprehensive approach to ensuring the smooth functioning of automated processes within FCM operations.
If being at the helm of driving new technology and efficiencies excites you and you desire to be an expert in an ever-changing environment, then this is the job for you!

This is a highly visible role and requires a mix of excellent technical, communication, presentation, testing, and customer service skills. You must be detail and result oriented, organized, resourceful and able to work autonomously. The ability to multi-task in a fast-paced customer-service focused environment is key. Be open to carrying out innovative new methods to gain speed in implementations through automation and process efficiencies. Part of this role will perform internal testing of programming before release to production to ensure we are good stewards of code based on documented

Key Responsibilities

• Gather comprehensive details on reported issues and new development requests and triage to appropriate 3^rd level team
• Lead/manage/audit new customer implementations from kick off to launch and hyper care support 
• Provide 2^nd level review via our internal ticketing system to resolve internal issues and questions relating to Compleat
• Apply standard prioritization framework to ensure most critical needs are addressed quickly
• Ensure clear and effective communication between requester and developer on issue or development progress through to resolution
• Update documentation where relevant based on content of support tickets 
• Perform list and database updates with attention to detail and meticulous accuracy
• Keep up to date with new developments of our own technology and ever-changing travel technology functionality 
• Ensure the service agreement between our company and the requestor is delivered in every interaction and in a way that ensures total client satisfaction and client retention 
• Testing code in a tester environment as well as off queue to assist developers before hand off to operations or technical delivery team

Experience & Qualifications

• Above average Mid Office knowledge including pre QC, QC, pre ticket, auto ticket and post ticket
• Above average Sabre GDS experience excelling in queue and PNR history
• Some knowledge and experience working with OBTs - Concur, DEEM, Cytric
• Excellent technical and client interaction skills 
• Minimum 2 years in a customer service role 
• Basic understanding of Web Services, XML, SQL database 
• Excellent verbal and written communication skills 
• Strong technical documentation skills
• Basic knowledge of Azure DevOps and SCRUM methods of technology management 
• Experience in implementing and supporting Compleat Control platform preferred
• Amadeus GDS experience a plus
• Familiarity with a Concur RRF – Routine Request Form

Work Perks! - What’s in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture.  We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.

• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion
•      Diversity Day: paid leave to observe holiday or cultural celebration of your choice 
•      Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice)
•      DEI education
•      Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising
•      Employee giving program
•      Office Environmental Program
•      Many of our offices are Leadership in Energy and Environmental Design (LEED®) Gold certified buildings
•      1 Volunteer Day per Calendar Year

Benefits Include:

• Paid Time Off *
•      Up to 15 Vacation Days accrued per year - prorated upon hire and increased by tenure after 2 years of employment (up to 25 days)
•      5 Sick Days accrued per year
•      3 Personal Days
•      1 Diversity Day
•      1 Volunteer Day
•      8 Recognized Holidays
• Travel perks/discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Health benefits including, medical, dental, vision, gender affirming care, and fertility care
• Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
• Flexible Spending Accounts
• Employee Assistance Program
• 401k program with partial match
• Tuition Reimbursement Program
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses

*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.

#LI-AG1#FCB#LI-Onsite
Location – Boston, MA

If this sounds like the opportunity you have been waiting for then APPLY NOW.

For this position, we anticipate offering an annual salary of $75,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

Our number one philosophy? Our people. Flight Center Travel Group USA’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at careers@us.flightcentre.com