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Analyst Operations/Help Desk

Date: Jan 11, 2017

Location: Ft Worth, TX, US

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Additional Locations: None
Requisition ID: 2769 

Job Description

  • Working the iSolve Mailbox
    • Checking mailbox for usage – verifying that the tool is being used correctly and checking notes to see if action needs to be taken
    • Following up with local reservation management on tool misuse
    • Working with Corporate Security for fraud from reps and customers
    • Sending message to AAdvantage Customer Service to have miles removed
    • Working the resend and feedback emails and takes appropriate action which could be voiding, resending compensation, researching if the issue is a defect, responding to reps
  • iVoucher Feedback
    • Emails come directly to personal mailbox
    • Research, void, resend and communicate back to representative
    • Research defects
  • iSolve Tool
    • QA/UAT testing for the iSolve tool
    • Business sign off on monthly Siebel/SOA releases
    • Granting access as needing to the tool
    • Educating agents on appropriate use of the tool
    • Work as a liaison between business and IT

Job Qualifications

  • Must have strong analytical, organizational, and interpersonal skills
  • Ability to communicate, both verbally and in writing, with all levels of management
  • Must have a strong reservations background and understanding of the various systems used for Customer Relations
  • Must have a minimum of 4 years’ experience in Reservations
  • Experience should include Helix, AACoRN, Sabre
  • Knowledge of Outlook, Word, Excel, Advocate, Rally and SharePoint a plus

Additional Locations: None
Requisition ID: 2769 


Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

Job Segment: Operations Manager, Developer, Help Desk, Information Technology, Operations, Technology