Implements the planning and delivery of all travel-related systems including but not limited to TST, CRM, and GDS.
Gathers and translates business rules and requirements to assist with implementation responsibilities.
Performs data analysis; reviews files and mapping fields.
Maps all feature level requirements to existing products and identifies business needs.
Responsible for travel technology processes and procedures using the appropriate tracking and reporting applications.
Ensures prompt action and response to operational and technical inquiries and problem resolution, to include but not limited to Travel Syndication Technology (TST), Global Distribution Systems (GDS), Vendor Systems, Scripts, Travel Accounting Forms, Customer Relationship Management (CRM) and back office systems, such as Globalware.
Liaison for communication and work with all vendor systems, in particular TST, Apollo/Smartpoint, GPM Server, and Globalware, regarding system issues and discrepancies; interacts until issues are resolved.
Key internal liaison for travel technology collaboration including Travel Accounting, Travel Support, Distribution and IT.
Recommends technology corrections to Travel Support, & travel selling associates.
Manages and communicates problem resolution with the various support groups within Travel Services, Distribution, Contact Centers, Independent Contractors and Vendor network to ensure alignment and consistent application of policies, procedures and standards. Maintains and updates the travel technology systems, both current and future state.
Works independently and in collaboration with others to investigate and solve technical issues.
Tests new and existing travel technologies, recommends enhancements and identifies errors.
Tests travel technologies to ensure no interruption to workflow as needed during IT projects and upgrades.
Interacts with various Travel Services groups regarding end-user training, and software/hardware implementation.
Develops content, updates, and maintains the Travel page for ACA’s Intranet as an information resource to address associate inquiries as well as maintains FAQ (Frequently Asked Questions).
Maintains a repository of designated travel documents as required by partner or regulations, with regular review, update and development of documents as necessary.
Responsible for a variety of Leisure Travel reports and tasks tied to the technology systems, including but not limited to promotional reports, CRM, Booking Instructions, and TST.
Other duties as assigned.
Bachelor’s degree in, Business Administration, Technology-related discipline or a related field. Equivalent direct work experience also considered. A degree in other field in combination with years of experience and certifications may be considered.
3 – 5 years of years of demonstrated success with business technologies, travel experience a plus.
CTA or completed within one year of hire.
Systems management experience with strong technical background and understanding of process and procedure creation.
Strong knowledge of and experience with Travel Technologies and desktop programs (i.e. MS Word, PowerPoint, and Excel). Proficiency in travel systems, including but not limited to, Globalware (back office product) Travel Syndication Technology (TST), GDS (such as Travelport, Smartpoint), scripting, CRM, greatly desired.
Technologically savvy with ability to learn new systems in a fast-paced environment. Ability to develop and manage multiple and varied projects while maintaining a high level of quality of results within applicable deadlines.
Ability to effectively develop and structure reports for easy interpretation
Ability to clearly communicate technical, operational, and analytical findings to all levels of travel and business management.
Ability to work with minimal supervision, effectively set priorities and meet deadlines.
Can handle multiple projects and deadlines while maintaining high quality, accurate work.
Strong communication (verbal and written) skills.
