GPN Systems Support Coordinator
Montvale, NJ

Job Description

Job no: 503475

Brand: Global Procurement Network

Work type: Full time

Location: New Jersey

Categories: Business Support

Job Purpose:

The Systems Support team is responsible for all aspects of support for business critical systems used by Global Procurement Network and our Selling Partners globally. As a Systems Support team member you will be responsible for the day-to-day support and issue management of Calypso, Hotelhub, Switchfly, CSG and associated systems and delivery of system improvements that enhance the value of Global Procurement Network's business systems.

Accountabilities

Accountabilities

Objectives

Performance Measures

System Support

* Provide outstanding service to GPN and partners globally
* Second level support for queries escalated from GPN and Selling Partners
* Problem solving to identify and resolve business and system related issues
* Proactively recommending process change for business improvement
* Setup, maintenance and support of Calypso, HotelHub, Switchfly, CSG and associated systems for GPN and Selling Partners globally
* Involvement in system enhancements and new projects as a subject matter expert
* Super User training to ensure correct use of Calypso, Hotelhub, Switchfly, CSG
* Critical analysis, creation and ongoing maintenance of System Documentation and reporting requirements
* After hours assistance (as required) to support users globally
* Customer Satisfaction Survey result
* Issue resolution within SLA
* Turnaround time for report requests

Release Management

* Coordinate end-to-end release management for all system modifications
* Review system modifications to document and execute test cases
* Communication with vendors and users globally regarding any system issues, outages and changes
* Ensure systems are maintained to the highest level including implementation of software updates and functional enhancements
* Manage change in business process associated with the rollout of system enhancements
* Successful and on- time delivery of version releases
* Monthly and quarterly key project targets

Key Competencies

Competency

Description

Personal Leadership

* Communicate a clear, exciting and shared view of the future for GPN
* Champion change
* Lead by example
* Live FCL Philosophies

Customer Focus

* Commits to quality
* Focuses on customer needs
* Provides outstanding service

Excellent Communicator

* Fosters open communication
* Listens actively
* Practices information sharing
* Presents ideas & concepts logically and clearly
* Unwavering integrity and level of trust

Partnering and Building Relationships

* Professional and friendly when dealing with colleagues, external partners and vendors
* Builds and sustains productive relationships
* Builds trust in relationships
* Lateral thinker

Works effectively in a team

* Builds trust and shows support and respect
* Communicates in an open, friendly and professional manner in team discussions
* Work effectively as team member to achieve shared goals

Makes effective decisions and embraces change

* Identifies and understands issues, problems and opportunities
* Compares data from different sources to draw conclusions and make recommendations
* Takes actions that are consistent with available facts, constraints, and probable consequences
* Accepts constructive feedback in an open fashion

Qualifications & Experience

Qualification

Essential/Desirable

Knowledge of Calypso travel management system

Essential

Exposure to travel systems such that there is an understanding of the complexities of global booking systems

Essential

1+ year(s) in an environment requiring:

* Analysis of information to assist with problem resolution and business process improvement,
* Dissemination of information via written and verbal communication,
* Active participation in meetings with business representatives

Essential

Customer service in a support role

Desirable

Applications close: