Software Support Maintenance Coordinator

  • Full-time

Company Description

Meet Europe Express, a wholesaler for European travel to travel agents nationwide. We pride ourselves on creating timeless, customizable vacations to 22 of the most popular countries in Europe for over 26 years. With an expanding team, we are seeking experienced travel enthusiasts for further growth and continued success.

 

Europe Express is a member of Travelopia, which is the world's largest collection of specialist travel brands. Each brand is individually operated, creating unique experiences that are centered around specific destinations, passions or interests.

 

Job Description

The focus of this position is to support the business systems that critically impact the day-to-day operation of the organization and will follow best-practice support processes to ensure smooth business operations. This role interacts with all the departments within the organization to resolve application and environment problems and will also act as a subject matter expert for the software products and functions assigned to them.

This position will serve as a first line intake from across the organization and must possess excellent verbal and written communication and customer service skills. Strong multi-tasking skills are required as this role must juggle multiple, high priority tickets simultaneously. Strong problem solving (issue identification and prioritization) skills are also essential for this role. The ability to effectively manage third-parties to desired outcomes is important. 

Primary Responsibilities

  • Provide 1st level support for production issues across multiple software applications, including problem identification, definition and implementation of short-term work arounds and coordination of long term software solutions.
  • Interact with internal customers and external vendors to coordinate support services.
  • Take ownership of production problems and issues by asking relevant questions, reproducing the issue, documenting details accurately, analyzing the issue and proposing a resolution or providing guidance to software developers. Create and implement management approved work-arounds often in critical timeframes.
  • Escalate issues appropriately and keep all necessary parties informed.
  • Provide timely and accurate communication to the business about system problems impacting business operations and upcoming changes / releases.
  • Serve as a primary point of contact between Technology and business operations in order to facilitate smooth and informed communication between the groups.
  • Develop and execute test plans and coordinate technical and user acceptance (UAT) activities.
  • Submit system enhancement Programming Requests as necessary.
  • Monitor programming requests submitted and their status.
  • Develop and implement formal and informal user training programs.

Qualifications

Required Qualifications

·        Analysis of potential changes and how the business wants the system to perform

·        1+  years’ experience in a similar role

·        1+  years’ experience with supporting both purchased and in-house developed applications

·        1+ years’ experience with a formal Software Development Life Cycle (SDLC)

·        Demonstrates process improvement experience

·        Demonstrates working knowledge to effectively manage time, prioritize work, multi-task across many assignments, create deliverables and monitor work for completion

·        Ability to handle high volume, fast paced workloads with general direction

·        Ability to collaborate with technical and non-technical teams

·        Strong written and verbal communication skills

·        Detail oriented, organized, and self-motivated

Preferred Qualifications

•                 Experience in supporting a service industry

•                 Experience working in a technical department

•                 Experience with enterprise software package(s)

•                 Programming experience in Javascript / HTML5 / CSS3 / .NET / SQL

Additional Information

All your information will be kept confidential according to EEO guidelines.