The Reservations Application Specialist works as part of a team that supports the Navitaire New Skies Reservation System and all the other products that integrates with it in the customer environments. Throughout the day-to-day operations, the application specialist provides a variety of task ranging from application deployment, configuration and support. In this role, they will require strong troubleshooting skills on a proprietary application developed by the client. The application specialist will have direct interaction with clients requiring strong technical communication skills. Must be able to analyze and solve problems that are low complexity and may be routine in nature where answers can be readily obtained thru standard operating procedures or knowledge base articles. Must be able to analyze, collaborate with others and solve problems that are high complexity, where resolution may not be found in knowledge base articles.
On the job training will be provided for all responsibilities involved in this role. The individual applying for this position must be detail oriented, organized, familiar with the Windows operating system, and have strong written and verbal communication skills. This position will require flexibility to shift work hour schedules by 2 to 3 hours in the morning or afternoon on occasion to accommodate some scheduled event or activities preferred by the clients.
Must be able to identify critical issues, determine the impact and escalate immediately. Be organized and able to work with multi-functional teams during major incidents with service disruptions. Generally interacts with peers and/or management levels with client and/or within Accenture. Provide technical assistance to other team members during triage and ensure issues get resolved withing SLA service targets.
Interacts with peers within Accenture before updating supervisors. Likely has limited direct exposure with non- management levels at a client and or within Accenture. Receives moderate level instruction on daily work tasks and detailed instructions on new assignments. Must be able to create and teach Standard Operating Procedures. Requires proficiency to the level required to organize and deliver knowledge to other team members through well-organized training sessions. Provide continuous process improvement suggestions in Subject Matter and Operational areas. Maintain and document Standard Operating Procedures.
For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.
Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.
Read more of the job description
- Minimum 2+ years experience or education in the Application Support domain, application development or support experience or education.
- Minimum 1+ years of IT Customer Service Problem Management Resolution experience is a plus.
- Minimum 1 +years of Relational Database query experience or education is a plus.
- Experience with all Microsoft Office applications Word, Excel, Visio and Outlook.
- Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate's Degree, must have minimum 6 years work experience)
- Basic competency working in a client server environment Windows Server Administration and Microsoft Azure experience preferred.
- Microsoft SQL Server or equivalent database experience is a plus, specifically the ability to query and research data in a relational database model.
- Problem resolution abilities
- Strong verbal and written communication, customer service, with the ability to interface with a diverse set of clients.
- Ability to effectively and efficiently instruct and guide customers onsite, online and via telephone
- Ability to manage own time effectively is a requirement for success
- Quick learner with desire to learn new tools and techniques
- General Skills: Problem Solving, Escalation Management, Problem Management, Technology Troubleshooting, Continuous Improvement, Operational Excellence, Project Management, Accenture Delivery Tools Deploy Solution Service Excellence SharePoint IIS Windows 2008 Coding background
- Microsoft Azure IAAS and PAAS
- Windows Administration
- Application Support
- Customer Service
- Airline Industry Knowledge is a plus, but not required
- Strong communications skills (written and verbal)
$56,500-$94,799 and information on benefits offered is here.
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