CWTisone of the world's leading digital travel management companiesand asa Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected – anywhere, anytime, anyhow – and across six continents, we provide their employees with innovative technology and an efficient,safeand secure travel experience.

Joining us means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.

_Position Overview_

CWT isseekingan SoftwareSupport Analyst

Provide senior-level support for multiple client agencies handling escalated client inquiries regarding application service issues or process problems. Resolve complex (Tier 3) technical issues in a timely fashion. Function as a Subject Matter Expert (SME) for E2 Solutions and affiliated products and services using hands-on technical knowledge of assigned accounts. Serve as a supporting resource for Quality Assurance (QA) work for implementation of a new account, UAT and Production releases, and deployment of new products/services. Mentor junior team members.

_Position Description:_

1. Provide Tier 3 problem determination and support to all accounts using documented procedures and available tools such as digital config tools. Provide technical support for assigned accounts as secondary to back up Sr. Product Support Analyst (primary contact) and their program managers and possess in-depth knowledge of account configurations and travel and expense management policies.Implement, configure, and maintain specific tech requirements based on existing products.

2. Train junior team members on processes and the overall understanding of the application.

3. Attend client calls in a support capacity.

4. Participate in Product Support project(s) as a team member.

5. Handle complex or sophisticated product problems, which often require working closely with IT development and/or other resources. Conduct sophisticated analysis to determine causes and possible alternatives. Track and follow through on bringing issues to a close with practical solutions in a timely fashion.

6. Lead or participate in Product Operations Calls with the E2 Solutions Development, Quality Assurance, and Business Analysis teams to determine, assess, and prioritize issues reported to the E2 Solutions Help Desk and documented in the Quality Center. Work closely with Help Desk (Tier 2) resources to better understand re-occurring technical issues and client experience. Review all unresolved issues that are escalated from HelpDesk.

7. Provide data needed for prioritization of defects/issues for resolution in upcoming development and maintenance releases.

8. Promote good working relationships with assigned accounts and establish and maintain open communication with the clients.

9. Provide quality control support of data loads in support of agency implementation operations.

10. Participate in the quality test process in preparation of UAT and Production releases and provide critical feedback. Work closely with the implementation/ deployment team/IT to ensure a smooth transition.

11.Maintain skill and knowledge level on all supported hardware, and software products in order to effectively support clients.

12.Mentor junior team members to ensure the continuation of the development of skill sets and knowledge base.

13. Perform other duties as assigned. #LI-REMOTE

_Position Requirements_

Education

• Associate Degree or equivalent experience in technical support.

Experience

• 5 years of experience in business applications and Software support.
• Online travel booking system experience preferred. **
• Ticketing systems (Service Now)* *

Competencies Needed

• Advanced SQL- scripts, stored procedures- in Oracle environment
• Read XML and JSON files
• Experience with XSLT
• JAVA

Knowledge Preferred

• Knowledge of agency travel/expense management policies and processes. Excellent knowledge of Microsoft Office products (Excel, PowerPoint, Word).
• Knowledge of Sabre/Amadeus.
• Knowledge of E2 Solutions booking tool, mobile applications, and other travel management systems.
• Familiarity with Jira, ticketing management, etc.
• GDS experience

**

Skills

• Excellent oral/written communication skills to communicate internally and externally.
• Good critical thinking skills.
• Strong customer service orientation.
• Strong attention to detail. Self-motivated.
• IT engineering background and skill

Abilities

• Ability to multi-task projects and collaborate with fellow technical analysts, product and implementation managers, and program managers.
• Ability to set priorities and work in a fast-paced, multi-project environment. Ability to bring tasks to closure and follow through.
• Ability to analyze data from a variety of sources. Ability to work independently and as a team player.
• Ability to set priorities and work in a fast-paced, multi-project environment.
• Ability to bring tasks to closure and follow through.
• Ability to analyze data from a variety of sources.
• Ability to work independently and as a team player.

**An equivalent combination of education and experience may be considered.

Special Working Conditions and Physical Demands* *

Work remotely using a computer for a significant amount of time. Collaborate with a team based in different time zones to provide a service coverage of 24H**

• *

Security Notice- This position enables access to traveler personal identifiable information (PII) as defined by the U.S. Government or vital trust data as defined by CWT, the individual is required to adhere to all government-required and/or company-mandated information security policies and regulations. The individual is also required to take all Information Security and Privacy Act training required by the Government and/or company. The individual is required to safeguard any such information and in the event of any improper disclosure to company officials in accordance with applicable information security policies or regulations

CWTis committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race,color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.  

CWTalso offers opportunities to all job seekers including job seekers with disabilities.  If you need reasonable accommodation toassistwith your job search or application for employment, please contact us by sending an email to TalentAcquisitonAmericas@mycwt.com.  In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.

Job: *Technical Support

Organization: *P&T_Digital Platforms

Title: Experienced Software Support Analyst (SQL)

Location: **

Requisition ID: 24000064