Marketplace Platform Technology Platform Support & Troubleshooting:
Receive supply technology related issues or queries regarding platform configuration, functionality or complex issues, research to fully diagnose the issue and respond within established SLA's .
Provide technical and functional support to internal customers and business partners on issues such as platform stability ( e.g. booking failures) and missing content queries (e.g. missing rates or suppl iers) among other issues.
Perform trending analysis on issues (reported or identified during analysis ) and determine whether issues could be resolved by an MMP code changes, or processes and outline change recommendations ; or alternatively, fed back to partners for action.
Participate in a bug triage process, working with the Manager to assign the right priority on issues , based on commercial and customer impact.
Assist in the creation of knowledge base articles for internal and external support teams to instil a self-serve culture reducing escalations where possible.
Routinely update customers in line with agreed Service Levels on open issues.
Marketplace Platform Configurations:
Administration of suppl y configurations & settings .
Ensure feeds of client & GBT negotiated data are integrated without interruptions so GBT can continu ally optimize client travel program s whilst suppl ementing with valuable GBT negotiated content.
Carry out regular suppl y settings reviews t o ensure optimal display of suppl y .
Marketplace Platform Subject Matter Expertise:
Be a true subject matter expert with strong functional & technical knowledge throughout the product's lifecycle.
Keep up to date with suppl y technology, k nowledge & sk ills .
Assist in the m aintena nce of training material on Connectors & the Suppl y Opt imization Console .
Marketplace Platform Deployment Processes in existing & new countries:
Understand & map/document deployment processes .
Gather required data and analysis of existing processes .
Create training requirements for new countries or updates in existing countries .
Constant review of deployment processes across the GBT ecosystem in existing countries .
Working with global teams to document & prioritize issues related to development and deployment activities .
Provide technical support to these teams to ensure successful roll-out.
Requirements
Essential Core Skills/Experience:
2+ year experience in Product Support, preferably in travel w ith extensive experience of troubleshooting software issues
2+ years of strong knowledge of Travel Distribution, systems & processes
GDS experience is a must
Non-GDS API experienced and knowledge a plus
Good analytical skills
Able to work effectively in a complex, diverse, global and changing environment
Good written and verbal communication skills
Can navigate the organization, collaborate effectively with multiple stakeholders
Familiarity with business travel
Travel Operations experience is a plus
Travel e-Commerce experience and knowledge a plus (OTA or OBT experience)
Strong hands-on delivery in travel settings configurations
Experience in using a CRM system to track and resolve issues
Professional/Technical Skills:
Business acumen
Customer service mind-set
Can interpret data and quickly identify symptoms & root causes
Can prioriti z e and balance mul tiple tasks
Can interact effectively with non - technical & highly technical users
Good time managem ent and prioritization skills
Solid follow through with minimal management
Strong planning and organi zational skills
Great problem solving an d consultative skills
Juggles tight deadlines with a focus on quality and details
Personal Qualities
Confident professional and personable approach
Excellent organi z ational skills
S elf-motivated and driven
Good time management skills
Builds & mainta
Benefits
Paid time off
Additional Information
Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.
Job Description
The P latform Operations Analyst will handle P latform technology troubleshooting issues with internal & external partners, and operational administration of P latform configuration controls . The Analyst will also have the unique opportunity to assist the P latform Operations Manager in the creation of team processes, documentation & automation efficiencies, and P latform deployment processes into new countries along with a constant operational review on existing deployment processes . The Analyst must be an effective communicator who can prioritize issues, can hold technical conversations while being able to simplify the issue to the customer. The job holder will be part of a cross-company team supporting American Express Global Business Travel (GBT) transactions coming in from all channels.
Travelhrportal · Manila, Philippines