Business Title: Client Configuration Specialist

Reports To: Vice President, Travel Technology

Salary Classification: Exempt

Job Summary

The Client Configuration Specialist has site administrator responsibilities and/or client support responsibilities for Acendas Travel online tools in use with our customers. The role is responsible for:

• Programming maintenance and testing of all account specific online booking tool sub-sites
• Client account SME for online booking tools
• Incident assessment and application of required steps for resolution
• Profile Management systems, virtual payment, and other systems, when applicable
• Special projects
• Reporting
• Client demos and end-user training
• Maintaining SOPs

Essential Duties and Responsibilities Include

Programming, maintenance, and testing of all sub-sites

• Program strings, rules and required lists in online booking tool
• Add, update, delete messaging as required
• Audit, test, and document all testing for all programming, CPEs and releases 
• Experience working with banners, graphics in the online booking tool.  
• Experience with client data feeds (Example: Workday) and troubleshoot issues.

Account SME for the online booking tool

• Answer management-level requests (client and account) with regards to the online booking tool
• Stay current on all updates, features, system maintenance and provide communication as necessary
• Provide client facing demos of new features and project items

Incident assessment and application of required steps for resolution

• Research issues escalated to second level support
• Determine root cause of online booking tool performance issues
• Replicate error or situation if possible
• Engage vendor as necessary by opening cases or completing RFEs
• Track and document cases and issues

Profile Management Systems, Virtual Payment, and other systems.

• Active configuration and troubleshooting of traveler profiles and PNR builder.
• Virtual Payment system configuration, demo, implementation.
• OBT and TripSource mobile app SME and troubleshooting.
• Message programming 

Special Projects

• Act as client facing project resource for all current and future projects involving online booking tool
• Create testing plans, process maps and communications as needed for projects

Reporting

• Work with internal account teams to generate applicable reporting for online booking and profile management tools
• Review reports to ensure products working as designed
• Monitor processes through reporting to ensure project success

Site Admin Duties

• Create and maintain SOP (standard operating process) documents for all new and modified processes
• Work in conjunction with navigation, technology, and operations teams to ensure online booking tool optimization for all users
• Suggest initiatives and process improvements

Transferable Skills

Understands Acendas Technologies

• Mid-office and QC principles
• Online booking tool capabilities and behavior
• GDS, preferably Sabre 
• Agent scripting
• Airline contracts
• Agent tools and robotics

Drives initiatives that support client in reaching their online adoption goals 

• Supports all initiatives for client's online booking tool and coordinates with external partners and BCD Travel internal technology team to support client's annual goals 
• Supports new technologies available for the online booking tool to help drive increased adoption rates
• Collaborates and develops online reporting to reduce touches and track traveler behavior

Oversees internal and external technology partners and conducts audits

• Develops process improvements with Acendas technology team to support client’s travel program 
• Responsible for overseeing technology operations and audits, e.g., hotel audits, air audits and QC post audits 
• Keeps client informed of progress when loading airline contracts (airline management) and ensures GDS and online tool are loaded and pricing correctly through regular audits

Contributes to Acendas Travel’s client-specific technology 

• Collaborates with manager on day-to-day initiatives and supports her leadership team with technology developments
• Oversee the product/technology life cycles, including but not limited to gathering, prioritizing, tracking, and defining product requirements for both bug fixes, feature requests, upgrades, and testing
• Provides structure and identifies streamlined processes for the technology and audit teams

Other

This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.

Key Contacts/Relationships

Internal

• Technology Teams
• Operations
• Sales and Program Management
• Project Manager

External

• Client customers
• Online Booking Tool Product Support

Qualifications

Essential

• Minimum 5 years in the corporate travel industry
• Minimum 5 years’ experience in site administration experience on online booking tool applicable for the client/account
• Good mode of expression in written and spoken English 
• Good working knowledge of GDS, Sabre preferred
• Social competence and teamwork
• Excellent organizational and presentation skills

Preferred

• Concur or Etta experience
• Zeno experience is a plus
• Experience working with a profile management tool or Sabre profiles is a plus
• Knowledge of TSPM (TripSource Profile Manager) 
• Knowledge of HTML and/or Java