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E2 Travel System Support Analyst

2 months ago

Gaithersburg, Maryland, United States i360technologies Full time
Position Overview
As an E2 Travel System Support Analyst, you will play a crucial role in delivering high-level support to end users. Your responsibilities will include:
  • Advanced User Support: Provide Tier 2 and Tier 3 assistance to users, helping them navigate and resolve issues effectively.
  • Problem-Solving Guidance: Advise users in troubleshooting activities, utilizing information center tools to facilitate problem resolution.
  • Requirements Development: Collaborate with users to gather and document business requirements for E2 products and services, ensuring proper implementation.
  • User Training: Organize and conduct training sessions for personnel on E2 functionalities, enhancing user proficiency.
  • Management Recommendations: Analyze current processes and provide recommendations for re-engineering, considering both technical challenges and business needs.
  • Process Integration: Suggest improvements to management for integrating new processes with existing workflows, ensuring effective communication with impacted teams.
  • System Definition: Under general supervision, define systems scope and objectives based on user needs and business systems understanding.
  • User Documentation: Update and maintain user procedures to ensure clarity and accessibility.
  • Product Knowledge Application: Utilize comprehensive knowledge of E2 Solutions products to address incidents and service requests.
Qualifications
To be successful in this role, candidates should possess:
  • Experience with E2 for Travel and E2 Commercial travel software products.
  • Proficiency in gathering and implementing user business requirements.
  • Experience in organizing and conducting training programs.
  • Knowledge of business process re-engineering and technical problem-solving.
  • Functional expertise in E2 products and services.
  • A minimum of 2 years as an E2 Solutions Customer Support Analyst within the last 5 years.
  • Familiarity with ServiceNow as a ticketing system.
  • ITIL Foundation level qualification and Agile software delivery methodology training.
  • Scrum Master certification for those in a Scrum Master role.
  • A Bachelor's degree or equivalent experience.
  • Exceptional customer service skills and strong communication abilities.
  • Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel).
  • Ability to work independently with minimal supervision.
  • Eligibility to complete a federal background investigation.
  • US Citizenship or Green Card status.
Additional Information

i360 is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or status within any other protected group.

Benefits
  • Eleven Holidays
  • Adoption Assistance
  • 401k Retirement Plan with Matching
  • Tuition Reimbursement
  • Family Leave (Maternity and Paternity)
  • Short-Term & Long-Term Disability
  • Life Insurance (Basic, Voluntary & AD&D)
  • Health Care Plan (Medical, Dental & Vision)
  • Paid Time Off (15 Days for 0-3 years | 20 Days for 3+ years)
What You Can Expect from Us
  • Supportive Environment: We prioritize employee success through competitive pay, robust benefits, and professional development opportunities.
  • Meaningful Work: Our employees find purpose in their roles, supporting various federal agencies.
  • Caring Leadership: Our leadership fosters a culture that values and supports its employees, creating a family-like atmosphere.
  • Work-Life Balance: We recognize the importance of flexibility, knowing that satisfied employees lead to satisfied customers.