Implementation - Delivery Associate (IT/Travel)

Job Title:

Implementation - Delivery Associate (IT/Travel)

Summary:

The Implementation Products & Services (IMP) organization has a primary goal to deploy Amadeus' full range of standard products and solutions primarily to Travel Distribution but also activating products for all Business Units. Simultaneously, IMP seeks to industrialize emerging products, contributing to increased revenues for Amadeus. The implementation teams are dedicated to designing optimal serviceability levels to facilitate the deployment of any solution. Furthermore, their objective is to standardize delivery practices on a global scale, promoting efficiency in meeting business domain objectives and ensuring customer satisfaction. You'll be at the forefront of setting up and configuring a diverse range of products for customers such as Airlines, Travel Agencies, and Others. This role demands a strong ability to understand complex processes, handle a high volume of requests, adhere to strict guidelines, and collaborate with various teams to enhance efficiency through automation and process improvements, all while ensuring high-quality standards.

Flexibility is key, as the role requires availability during bank holidays and on-call support on weekends. You'll work autonomously within defined processes and will receive regular guidance and support from your line manager to help you succeed in your assignments.

In this job you will:

Implementation activities:

• Manage Basic services part of Core Implementation Services catalog requests in the expected, in accordance with implementation guidelines, expected level of quality and respect of the defined delivery time
• Prioritize requests based on urgency and importance and ensure that service level agreements are managed
• Master the different tools required for the execution of the activities : GOT for orders reception, Maestro for the execution
• Works autonomously within defined processes and procedures or methodologies, takes standard decisions.
• Receives instruction, guidance and direction from more senior level roles or manager, with regular monitoring on the status of the assignments.​
• Escalate complex implementation issues to senior team members or project leads as needed.

Security compliancy

• Follow security training required for the position and get the certifications
• Stay informed on security guidelines and apply then on daily activities

Incident Management & Problem Resolution

• Handle investigations of IR/PTRs, ensuring timely resolution of issues.
• Manage requests with the right priority, maintaining a strong commitment to customer satisfaction.
• Ensure smooth and efficient operations by overseeing industrialized implementation activities and security services.

About the ideal candidate:

• Bachelor's Degree in IT or Computer Engineering; Tourism or relevant work experience.
• At least 2–3 years of hands-on experience in IT or implementation roles directly related to the travel industry.
• Experience in using ServiceNow and Salesforce
• Knowledge on Amadeus products and solutions and of the travel industry is an advantage
• Knowledge in Global Distribution System.
• Strong understanding of the business impact of incidents on clients.
• Proven ability to work effectively in multi-cultural environments.
• Experience in incident management, problem management and service request management
• Analytical skills, problem solving skills, project management and communication skills
• This position requires availability to work in a rotating shift schedule, including nights, weekends, and public holidays, to support 24/7 operational coverage.
• Flexibility and responsiveness are essential to meet the demands of a global organization.
• Amenable to work on a hybrid work setup (2-3x/week onsite). Location: BGC, Taguig