Carlson Wagonlit E2 Travel System Customer Support Specialist

Company Description

At i360technologies, we help our employees succeed. Competitive pay, robust benefits for full-time employees, and professional development opportunities are a few reasons that i360 is a great place to build your career. Founded in 1999, i360 is a growing GOVCON professional services company looking for motivated individuals excited to embrace a fast-paced environment while applying strategic problem-solving skills, excellent work ethic, and positive energy to an already first-class team. You have a home with us if you enjoy solving complex business problems through business consulting and technology implementation. At i360, we offer unlimited professional growth and career possibilities.

Job Description

• Provide Tier 2 and 3 support to end users 
• Advises and assists users in problem-solving activities using information center tools to resolve problems. 
• Develop and document user business requirements for client’s E2 products and services and ensure that the requirements were properly implemented Ensure that business requirements and needs are properly delivered to client’s customers. 
• Assist in organizing, preparing, and conducting user personnel training and educational programs for E2.
• Provide analysis and recommendations to client’s management for re-engineering, with an understanding of technical problems and solutions as they relate to the current and future business environment. 
• Recommend process changes to client’s management for integrating new processes with existing ones and communicating these changes to impacted Business Systems teams. 
• Under general direction, formulates and defines systems scope and objectives based on both user needs and a good understanding of applicable business systems. 
• Update and maintain developed User Procedures 
• Apply thorough functional knowledge and understanding of E2 Solutions products and services in order to help resolve incidents and end user service requests.

Qualifications

• Experience with E2 for Travel, E2 Commercial travel software product. COTS from Carlson Wagonlit (CW).
• Experience with gathering user business requirements and ensure that the requirements were properly implemented. 
• Ensure that business requirements and needs were properly delivered to customers. 
• Experience with organizing, preparing, and conducting user personnel training and educational programs. 
• Experience with business process re-engineering, with an understanding of technical problems and solutions. 
• Possess thorough functional knowledge and understanding of E2 products and services in order to deliver solutions to end user inquiries. 
• 2 years’ experience as a E2 Solutions Customer Support Analyst, within the last 5 years
• Experience with ServiceNow as a ticketing system. 
• Must have received qualification on the most current version of the ITIL Foundation level. A certificate of completion is required. 
• Must have received basic training on Agile software delivery methodology. A certificate of completion is required. 
• All staff performing in a Scrum Master role, need Scrum Master certification. A certificate is required.
• Bachelor’s degree or equivalent related experience 
• Demonstrated excellent customer service skills. 
• Strong communication, presentation, analytical, and technical skills. 
• Proficient in Microsoft Word, Power Point, and Excel. 
• Demonstrated ability to work independently with minimal supervision. 
• Must be able to complete a federal background investigation. 
• Must be a US Citizen or have a Green Card. 

Additional Information

i360 is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or status within any other protected group.

Benefits

• Holidays - Eleven 
• Adoption Assistance
• Retirement Plan (401k) Matching
• Tuition Reimbursement
• Family Leave, Maternity, Paternity
• Short-Term & Long-Term Disability
• Life Insurance (Basic, Voluntary & AD&D)
• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (0-3 years - 15 Days PTO | 3+ years 20 Days)

What You Can Expect from Us

• At i360technologies, we help our employees succeed. Competitive pay, robust benefits for full-time employees, and professional development opportunities are a few reasons that i360 is a great place to build your career.
• Meaningful work. Our employees often tell us that their work gives them a sense of purpose as it supports many federal agencies.
• Leadership that cares. Our leadership team has prioritized creating a culture that appreciates and takes good care of its people. As a result, being an employee of i360 means you are part of the i360 family, and you matter.
• Flexibility. We value work-life balance because we know that happy employees create happy customers.