Business Application Support Analyst

Overview

 

 

 

Internova Travel Group is one of the largest travel services companies in the world with a collection of leading brands delivering high-touch, personal travel expertise to leisure and corporate clients. Internova manages leisure, business and franchise firms through a portfolio of distinctive divisions. Internova represents more than 100,000 travel advisors in over 6,000 company-owned and affiliated locations predominantly in the United States, Canada and the United Kingdom, with a presence in more than 80 countries.  Click here for more information about Internova Travel Group.

 

 

 

Responsibilities

As America’s largest travel agency company, Internova Travel Group delivers a high-touch, personal level of travel expertise to leisure and corporate clients through our more than 7,000 company-owned, franchised and affiliated travel agencies throughout the United States, Canada, the United Kingdom, Ireland and Australia. The travel agencies that are part of Internova Travel Group alone comprise over 30% of all agencies in North America. Our team of leaders – from our expert agents to our executives –– are dedicated to delivering the best travel experience. It’s our heart and soul.

 

Internova is currently looking for a Business Application Support to provide technical and functional support to end-users, troubleshoots application issues, ensures timely resolution, and works closely with other teams to implement enhancements and updates. The ideal candidate is proactive, detail-oriented, and possesses a strong understanding of business processes and enterprise systems.

 

*This role is a fully, in-office onsite role in one of the 3 offices: 

345 N Maple Dr, Beverly Hills, CA 90210

6345 Balboa Blvd, Encino, CA 91316

1633 Broadway floor 35 & 36, New York, NY 10019

 

 

 

• Serve as the primary point of contact for technical and functional support related to business applications (e.g., LMS, Front, Formstack, Smartsheet, Adobe, Lucid, SharePoint, Power Platform.
• Diagnose and resolve issues, escalating to vendors or developers when necessary.
• Monitor application performance and ensure optimal functionality.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Collaborate with Director of Service Delivery and Business system to understand business unit workflows and identify opportunities for system improvements.
• Participate in the testing and deployment of new features and updates.
• Perform regular audits to assess system performance, security, and compliance.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Utilize remote control software to remotely troubleshoot and fix user problems.
• Support various software packages including Microsoft Office for Windows, anti-virus, backup, email clients, ActiveSync, VPN client, Adobe Products, Internet Browsers and various GDS software.
• Escalate IT issues when necessary.
• Develop user training manuals, help sheets, frequently asked questions (FAQs) and procedures for end users where applicable.
• Able to work extended hours in the event of serious problems or scheduled work.
• Provide clear & concise information though written and verbal communications.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Build rapport and elicit problem details from help desk customers.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.   
• Responsible for improving systems and processes within the end user standards leveraging improvements in technologies to provide efficiencies with service delivery. 
• Occasionally assist with general help desk tasks as needed, including basic troubleshooting and end-user support beyond business applications. 

Qualifications

• Associates degree in MIS/CIS or equivalent business/industry training and on the job experience of at least 3 years of equivalent work.
• 5+ year(s) experience supporting end user computing technical service support in a business environment.
• Familiarity with ITSM tools
• Hands