London

31st October

PURPOSE OF THE ROLE:

We are looking for a technically minded individual to join our vibrant team and engage with our business to offer hands on support of our industry leading travel reservations system, as well as deliver targeted classroom learning sessions to maximise system usage. If you have a proven track record with Sabre, possess a passion for learning and a natural ability to connect with people – we’d love to hear from you.

PRINCIPAL RESPONSIBILITIES:

      SUPPORT

  • Provide telephone, remote and hands-on technical support and guidance to employees in various UK locations, remote workers and international offices
  • Communicate any system updates and advice to the business
  • Log the description and resolution of all support calls using HelpDesk software
  • Escalate incidents to third party providers when required, including Sabre GDS, airlines, hotels and other travel suppliers
  • If escalated to third party providers, work with the team to reach a satisfactory resolution and communicate the outcome
  • Actively work with the project development team(s) on future system requirements and process driven improvements
  • Provide support to new starters as part of any migration project

      LEARNING

  • Deliver classroom workshops, provide one-to-one coaching, webinar training and virtual induction sessions for new and existing employees, including international offices
  • Co-ordinate and manage training requests
  • Identify bespoke system user learning requirements for existing employees and deliver tailored learning sessions across various locations
  • Design bespoke training and system user guides

      TECHNICAL

  • Work with Reed & Mackay’s development team and external suppliers in identifying, testing and implementing workflow enhancements
  • Work with and provide assistance to Product Managers in each market, on a variety of technical queries
  • Manage system configuration including IQ user profiles and data management
  • Manage Sabre administration for individual users and office locations
  • The set-up and administration of Sabre PCCs
  • Be the main point of contact for third party GDS (Sabre, Amadeus and Travelport) set-up, questions and troubleshooting
  • Own the set-up and administration of PNR acquisition for both Reed & Mackay’s partner network and third-party suppliers such as ISOS, Worldaware and others
  • Participate in sprint planning meetings and IQ Champion meetings and own action items

SKILLS, KNOWLEDGE AND EXPERIENCE:

  • Excellent interpersonal and communication skills
  • Proven experience in Business Travel, preferably as a consultant or in a Learning & Development function
  • Proven track record with Sabre is desirable
  • Experience of trouble shooting technical issues
  • Effectively analyse and resolve challenges under pressure
  • Motivate team members to learn
  • Willing to embrace new challenges
  • Ability to listen and show patience
  • Comfortable with delivering presentations
  • Willingness to travel to international offices when required
  • Good knowledge of Microsoft Office

INTERNAL RESPONSIBILITIES:

Responsible for assisting with compliance to Reed & Mackay’s certification programmes and policies