Business Applications Support Analyst

Overview

As America’s largest travel agency company, Internova Travel Group delivers a high-touch, personal level of travel expertise to leisure and corporate clients through our more than 7,000 company-owned, franchised and affiliated travel agencies throughout the United States, Canada, the United Kingdom, Ireland and Australia. The travel agencies that are part of Internova Travel Group alone comprise over 30% of all agencies in North America. Our team of leaders – from our expert agents to our executives –– are dedicated to delivering the best travel experience. It’s our heart and soul.

Internova is currently looking for a Business Application Support to provide technical and functional support to end-users, troubleshoots application issues, ensures timely resolution, and works closely with other teams to implement enhancements and updates. The ideal candidate is proactive, detail-oriented, and possesses a strong understanding of business processes and enterprise systems.

Responsibilities

• Serve as the primary point of contact for technical and functional support related to business applications (e.g., LMS, Front, Formstack, Smartsheet, Adobe, Lucid, SharePoint, Power Platform.
• Diagnose and resolve issues, escalating to vendors or developers when necessary.
• Monitor application performance and ensure optimal functionality.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Collaborate with Director of Service Delivery and Business system to understand business unit workflows and identify opportunities for system improvements.
• Participate in the testing and deployment of new features and updates.
• Perform regular audits to assess system performance, security, and compliance.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Utilize remote control software to remotely troubleshoot and fix user problems.
• Support various software packages including Microsoft Office for Windows, anti-virus, backup, email clients, ActiveSync, VPN client, Adobe Products, Internet Browsers and various GDS software.
• Escalate IT issues when necessary.
• Develop user training manuals, help sheets, frequently asked questions (FAQs) and procedures for end users where applicable.
• Able to work extended hours in the event of serious problems or scheduled work.
• Provide clear & concise information though written and verbal communications.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Build rapport and elicit problem details from help desk customers.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.   
• Responsible for improving systems and processes within the end user standards leveraging improvements in technologies to provide efficiencies with service delivery.
• Occasionally assist with general help desk tasks as needed, including basic troubleshooting and end-user support beyond business applications.

Qualifications

• Associates degree in MIS/CIS or equivalent business/industry training and on the job experience of at least 3 years of equivalent work.
• 5 year(s) experience supporting end user computing technical service support in a business environment.
• Familiarity with ITSM tools
• Hands on experience with IT system implementation and troubleshooting support for core Microsoft technologies and a variety of business specific applications. Mac OS support is a plus.
• Occasion overnight travel for implementation and support of company locations nationwide.
• Ability to work a five (5) days a week schedule.
• Ability to work on-call rotations (afterhours and weekends) when necessary.
• Experience working in a team-oriented, collaborative environment.
• Shows initiative and follow-up to ensure successful results.     
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Excellent written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

Our benefit offerings include medical insurance, meal tickets, transportation allowance, paid time off, discounted employee travel options, access to LinkedIn Learning webinars and courses.

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