Client Configuration Specialist
Fully Remote Remote Worker - N/A
Description

Business Title: Client Configuration Specialist

Reports To: Manager, Client Configuration

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


Requirements

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