Travel Systems Specialist

AAA Mid-Atlantic•Cincinnati, OH

17d•$25 - $27•Hybrid

About The Position

AAA Club Alliance is hiring a Travel Systems Specialist to join our growing Travel Support team! This System Specialist will be responsible for the testing, enhancement, and operational performance of the Club’s Travel booking systems. They will operate as point person for all system operational performance issues. PRIMARY RESPONSIBILITIES Testing Support all testing for travel system initiatives. Writes and executes comprehensive functional test plans. Performs UAT and Checkout testing prior to travel system production releases. Monitoring and Enhancements In partnership with leadership team, makes recommendations to further improve efficiency of the travel system. Responsible for monitoring system availability and performance, troubleshooting incidents and problems related to system performance and user issues. May make configuration changes to systems related to user role changes, business requirements or workflow changes, and system performance needs. Submits IT Incident Requests and Service Requests to Software Company as needed. Participates in software development meetings to propose system changes and ensure workflow alignment for both consumer and travel agent bookings. Support Acts as a subject matter expert to assist Travel Support Specialists as needed for system issues and triage those items to determine scope of the issue, and the volume of users impacted. Responsible for overall logging and follow up of all club support tickets with third party software teams. In partnership with leadership team, recommends training needs and curriculum plan to support new system enhancements. Communicates with outside vendors and AAA National on travel system and travel business related items as assigned. MINIMUM REQUIREMENTS Associate’s Degree, or equivalent combination of education, technical training, and experience 3+ years of experience working in the travel industry, including work with a central reservation and ticketing system. Certified Travel Associate (CTA) designation required within 2 years of starting position. KNOWLEDGE, SKILLS, AND ABILITIES Ability to interact with individuals at multi-levels and utilize analytical and problem solving skills. Working knowledge of travel industry payment processes and regulations such as ARC, IATAN, DOT, etc. Demonstrated ability to monitor user environments and prioritize requests for assistance. Excellent customer service skills. Good written and verbal communication skills. Good analytical skills and the ability to work well with a team. Working knowledge of Microsoft Office applications. Proficiency in travel systems, including but not limited to Travel Syndication Technology (TST), GDS (such as Travelport, Smartpoint), CRM, POS, and Globalware (back-office product) or ability to quickly learn and embrace new technologies. To the qualified candidate, we offer: Work-Life Balance Hybrid Work: This role has a hybrid schedule, with Tuesday through Thursday being in office days. This position can be located in our Wilmington, DE, Worthington, OH, or Cincinnati, OH offices. Paid Holidays: Celebrate eight paid holidays throughout the year. Generous Paid Time Off: Accrue over three weeks of paid time off during your first year. Paid Volunteer Time Off: Make a difference in your community with paid time off to volunteer. Rewards and Benefits Compensation: The starting annual base compensation for this position is $25.00 to $27.00 hourly. The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location. AAA Premier Membership: Enjoy complimentary AAA Premier level membership benefits. Medical, Dental, Vision, and Prescription Coverage: Take care of your health with our comprehensive benefits package. Tuition Reimbursement: Invest in your future with our tuition reimbursement program. 401(K) Plan: Save for your retirement with our company-matched 401(K) plan, up to 7%. Full time Associates are offered a comprehensive benefits package that includes: Medical, Dental, and Vision plan options Up to 2 weeks Paid parental leave 401k plan with company match up to 7% 2+ weeks of PTO within your first year Paid company holidays Company provided volunteer opportunities + 1 volunteer day per year Free AAA Membership Continual learning reimbursement up to $5,250 per year And MORE! Check out our Benefits Page for more information ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance. Job Category: Customer Service Work from home or remote positions primary residence must reside within the footprint that AAA Club Alliance Inc. operates. Our club is located in Washington DC and 13 states including Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, and West Virginia. AAA Club Alliance is the result of AAA Mid-Atlantic, AAA Allied Group, AAA Oklahoma/South Dakota, and AAA Ohio Automobile Club joining, now representing nearly 7.4 million members in 13 states including Washington, D.C. We’ve created an environment where you can look forward to coming to work and interacting with compassionate people who enjoy what they do and love supporting their team. We’re dedicated to keeping our Associates fulfilled and helping them feel secure. With such a diversity of products and services, our Associates have the opportunity to fulfill customer needs while growing their own career. So that leaves one question, are you ready to make a difference? Are you being referred to one of our roles? If so, ask your connection at AAA Club Alliance about our Associate referral process! We recognize that you don’t stop being a parent, caretaker, pet owner, or student because you’re at work. We give our Associates the option to customize their experience in order to suit their individual needs and interests. We offer a wide array of benefits that give our Associates piece of mind– even after retirement. You can learn more about our benefit offerings here. AAA Club Alliance complies with federal, state and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please direct your inquiries to [email protected].

Requirements

Associate’s Degree, or equivalent combination of education, technical training, and experience
3+ years of experience working in the travel industry, including work with a central reservation and ticketing system.
Ability to interact with individuals at multi-levels and utilize analytical and problem solving skills.
Working knowledge of travel industry payment processes and regulations such as ARC, IATAN, DOT, etc.
Demonstrated ability to monitor user environments and prioritize requests for assistance.
Excellent customer service skills.
Good written and verbal communication skills.
Good analytical skills and the ability to work well with a team.
Working knowledge of Microsoft Office applications.
Proficiency in travel systems, including but not limited to Travel Syndication Technology (TST), GDS (such as Travelport, Smartpoint), CRM, POS, and Globalware (back-office product) or ability to quickly learn and embrace new technologies.

Responsibilities

Support all testing for travel system initiatives.
Writes and executes comprehensive functional test plans.
Performs UAT and Checkout testing prior to travel system production releases.
In partnership with leadership team, makes recommendations to further improve efficiency of the travel system.
Responsible for monitoring system availability and performance, troubleshooting incidents and problems related to system performance and user issues.
May make configuration changes to systems related to user role changes, business requirements or workflow changes, and system performance needs.
Submits IT Incident Requests and Service Requests to Software Company as needed.
Participates in software development meetings to propose system changes and ensure workflow alignment for both consumer and travel agent bookings.
Acts as a subject matter expert to assist Travel Support Specialists as needed for system issues and triage those items to determine scope of the issue, and the volume of users impacted.
Responsible for overall logging and follow up of all club support tickets with third party software teams.
In partnership with leadership team, recommends training needs and curriculum plan to support new system enhancements.
Communicates with outside vendors and AAA National on travel system and travel business related items as assigned.

Benefits

Hybrid Work: This role has a hybrid schedule, with Tuesday through Thursday being in office days.
Paid Holidays: Celebrate eight paid holidays throughout the year.
Generous Paid Time Off: Accrue over three weeks of paid time off during your first year.
Paid Volunteer Time Off: Make a difference in your community with paid time off to volunteer.
AAA Premier Membership: Enjoy complimentary AAA Premier level membership benefits.
Medical, Dental, Vision, and Prescription Coverage: Take care of your health with our comprehensive benefits package.
Tuition Reimbursement: Invest in your future with our tuition reimbursement program.
401(K) Plan: Save for your retirement with our company-matched 401(K) plan, up to 7%.
Medical, Dental, and Vision plan options
Up to 2 weeks Paid parental leave
401k plan with company match up to 7%
2+ weeks of PTO within your first year
Paid company holidays
Company provided volunteer opportunities + 1 volunteer day per year
Free AAA Membership
Continual learning reimbursement up to $5,250 per year