Application Support Analyst

Job Title

Application Support Analyst

Summary of the role:

The Application Support Analyst is responsible for the support of Reservation Solutions products including their component systems and integrations. The role includes production support activities that require a self-starting problem solver, performance of effective and efficient support procedures, reservation system and business knowledge, and participation in the delivery processes. The position is essential to a quality support experience for our clients and the overall success of our products, and interacts with a broad audience within the company, including the customer-facing Operations team, Product management team, and development and technical teams.

In this role you'll:

• Troubleshoot application behavior tickets for reservation solutions across multiple systems, providing workarounds when available; liaise with development team members; comply with support procedures within ticketing system
• You will facilitate communication between third party vendors and support developers to analyze and resolve customer problem issues; advocate for impactful issues to Product and Technology leadership; facilitate prioritization with customer-facing leaders
• You will manage customer escalations effectively and efficiently; advocate for and re-enforce process compliance
• You will identify and proactively escalate issues with large scope, revenue impact, or frequent occurrences to leadership; respond to major system incidents while on-duty for team on call schedule
• You will participate in training sessions; raise and log training opportunities; maintain knowledgebase/ documentation

About the ideal candidate:

• Education: Bachelors or higher required
• Experience supporting and troubleshooting software
• Experience collaborating with multiple stakeholders including frontline support and technical development specialists
• Experience creating SQL queries, troubleshooting XML/APIs, querying, and reading application logs
• Experience with webhosting as well as webpage/website support
• Experience understanding and troubleshooting HTML, Javascript, CSS, and other front-end website technology
• At least 3 years' experience in an application and web- based application support role
• At least 2 years' experience in software support, preferably including website solutions (Experience with webhosting as well as webpage/website support)
• At least 1 years' experience in hospitality and/or travel & tourism preferred but not needed
• Skills:
• Computing: Ticketing Systems, Microsoft Office (Outlook, Word, Excel, PowerPoint, SharePoint)
• Specific Knowledge: SQL (data queries), XML (API technology), HTML (website technology), Splunk/Kibana (logging solutions)
• Quick learning, sense of urgency based on impact, excellent time management, procedurally minded

What we can offer you:

The opportunity to work for one of the world's top leading travel tech companies; a company that originated in technology innovation and sees the world with a technology-first perspective

Skills development and opportunities to try new ideas

A globally diverse work environment

Application process:

The application process takes no longer than 10 minutes! Create your candidate profile, upload your CV, and apply.

Are you the one we are looking for? Apply now!

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.