Automation Jr. Business Analyst (Compleat) - Chicago, IL

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 3rd level team
• Lead/manage/audit new customer implementations from kick off to launch and hyper care support 
• Provide 2nd 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 dedi