Compleat Business/Quality Analyst

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 Mid-office support team manages requirements scoping, implementations, testing and troubleshooting across our leisure and corporate brands in US, Canada, and LATAM region for automation programming on COMPLEAT Control platform as well other dependency technology vendors across various departments.

If being at the helm of driving new technology excites you and you desire to be an expert and educator 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 support 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 requirements.

Key Responsibilities

• Providing 3rd level support via our internal ticketing system to resolve issues and open DevOps tasks to development team
• Manage support tickets and meet predetermined SLAs in line with KPIs
• Update knowledge base articles where relevant based on content of support tickets
• Leading/managing/auditing implementations and customer experience from kick off to launch and post go live support
• Designing and documenting training materials for agents and linked technology
• Heading up project work for the region – identifying project requirements, communicating with key stakeholders, and managing process to achieve goal
• Keeping up to date with new developments of our own technology and ever-changing travel technology functionality
• Ensuring 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

• Minimum 3 years’ experience in implementing and supporting Compleat Control platform
• Knowledge and experience working with OBTs desired - Concur, DEEM, Cytric
• Technical and client interaction skills
• Minimum 2 years in a customer support role
• Basic understanding of Web Services, XML, SQL database
• Excellent verbal and written communication skills
• Proven leadership through project management
• Strong technical documentation skills

Additional Qualifications:

• Formal Project Management experience
• Knowledge of Azure DevOps and SCRUM methods of technology management
• Sabre GDS experience required
• Amadeus GDS experience preferred
• Training experience
• 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 dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.

• Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion
• Diversity Day: paid leave to observe holiday or cultural celebration of your choice Annual Charity Trip
• DEI education
• Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising
  • Employee giving program
  • Office Environmental Program
  • 1 Volunteer Day per Calendar Year

Benefits Include:

• Generous remuneration structure
• Travel perks/discounts.
• Health & Wellness Programs and Employee Financial Wellness Services
• Generous paid time off policy
• National/International Award Nights and Conferences
• Benefits including vision, medical, and dental
• Employee Assistance Program
• RRSP with matching
• Employee Share Plan
• Global career opportunities in a network of brands and businesses

#LI-REMOTE
Location – Remote, USA

If this sounds like the opportunity you have been waiting for then APPLY NOW.

The role can be performed onsite, remote or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.

This position may be performed remotely anywhere within Canada in accordance with the company’s Remote and Flexible Work Policy except for the province of PEI

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at fccareers@flightcentre.ca