Flight Centre - Application Support Analyst - Vancouver, BC

Flight Centre Travel Group; Vancouver; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Fun culture

Buzz Nights

Travel perks

Health & wellness

RRSP matching

Volunteer day

Global career opportunities

Inclusive workplace

Job summary

Flight Centre Travel Group is seeking an Application Support Analyst to manage Salesforce cases from triage to resolution. You will diagnose Level 2 issues, document steps and outcomes, and collaborate with Analysts, Developers, and QA to plan changes and resolve incidents.

You will maintain clear communication with non-technical users, create knowledge articles, and contribute to a culture of continuous improvement and safe data handling.

Qualifications

• Previous Level 1 or Level 2 technical support, application support, or service desk experience.
• Experience in an ITSM or ticketing environment, ideally Salesforce Case Management.
• Strong written and verbal English communication skills.
• Ability to explain technical concepts to non-technical audiences.
• Experience troubleshooting complex issues across integrated systems.
• Exposure to Nintex K2, Microsoft Power Platform, Salesforce, or other workflow/low-code platforms is highly desirable.

Responsibilities

• Own incoming Salesforce Cases from triage through resolution or escalation.
• Maintain accurate case categorisation, diagnostic evidence, actions taken, workarounds, and resolution details.
• Diagnose and resolve Level 2 application and platform issues across supported systems.
• Escalate issues to development or platform teams with clear evidence and business impact.
• Trace issues across integrated workflows using case history, logs, and monitoring data.
• Collaborate with Analysts, Developers, and QA on upcoming changes and dependencies.
• Create troubleshooting guides, knowledge articles, and runbooks in Notion.
• Communicate technical updates and workarounds clearly to non-technical users.
• Support Major Incident processes and recovery activities.

Skills

Technical support

English communication

Problem solving

Cross-team collaboration

API concepts

Tools

Salesforce

Nintex K2

Microsoft Power Platform

APIs

Notion

Job description

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Flight Centre - Application Support Analyst - Vancouver, BC

Job no: 533198-B
Brand: Product and Technology
Work type: Full time
Location: British Columbia
Categories: Digital and Technology, Data and Business Intelligence

About The Opportunity

Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia. FCTG also operates a global corporate travel management network, which extends to more than 90 countries through company-owned businesses and independent licensees. The company opened its first leisure travel shop in Sydney, Australia in 1982 and listed on the Australian Securities Exchange in 1995. Our purpose is to “open up the world for those who want to see”. Every day, we give people all around the world the opportunity to experience something really amazing – travel!

Key Responsibilities

• Own incoming Salesforce Cases from technical triage through resolution or escalation.
• Maintain accurate case categorisation, diagnostic evidence, actions taken, workarounds, and resolution details.
• Diagnose and resolve Level 2 application and platform issues across supported systems.
• Escalate issues to development or dependent platform teams with clear evidence, troubleshooting details, business impact, and required support.
• Trace issues across integrated workflows using case history, application logs, workflow/run history, monitoring data, and system records.
• Investigate failures across connected systems and determine appropriate resolution pathways.
• Apply knowledge of Nintex K2, Microsoft Power Platform, Salesforce, APIs, and event-driven integrations to identify root causes.
• Collaborate with Business Analysts, Developers, and QA teams to understand upcoming changes, known issues, and platform dependencies.
• Create and maintain troubleshooting guides, knowledge articles, runbooks, and known-error documentation in Notion.
• Communicate technical updates, resolutions, and workarounds clearly to non-technical users.
• Identify high-impact incidents and support Major Incident processes, investigations, and recovery activities.
• Analyse recurring issues and support trends to identify systemic problems and improvement opportunities.
• Participate in fix validation, regression testing, release readiness activities, and operational handovers.
• Maintain ownership of support cases while managing multiple requests against SLA requirements.
• Support the secure and confidential handling of customer and account information.
• Contribute to continuous improvement initiatives across support, training, documentation, and product teams.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
• Other duties and tasks as assigned
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Experience & Qualifications

• Previous experience in a Level 1 or Level 2 technical support, application support, or service desk role.
• Experience working within an ITSM or ticketing environment, ideally Salesforce Case Management.
• Strong written and verbal English communication skills.
• Ability to communicate technical concepts effectively to non-technical audiences.
• Experience troubleshooting complex issues across integrated systems.
• Exposure to Nintex K2, Microsoft Power Platform, Salesforce, or other workflow/low-code platforms highly desirable.
• Willingness and aptitude to learn multiple business-critical platforms.
• Strong analytical and problem-solving skills.
• Ability to determine when issues should be resolved, monitored, or escalated.
• Experience working with application logs, workflow histories, API responses, monitoring tools, and system data.
• Basic SQL or data-querying skills desirable.
• Understanding of API-driven, automated, and event-driven processes desirable.
• Experience creating and maintaining technical documentation, knowledge articles, and support guides.
• Familiarity with Notion desirable.
• Comfortable using AI-assisted tools while independently validating findings.
• Experience handling sensitive customer and account data appropriately.
• Strong organisational skills with the ability to manage multiple concurrent requests.
• ITIL Foundation, Microsoft Power Platform Fundamentals, Salesforce Certified Associate, or similar certifications considered an advantage.
• Availability to align with supported regional working hours.

Work Perks! - What’s in it for you:

• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising, complemented by our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.

Benefits Include:

• Generous paid time off policy
• Travel perks/discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Group benefits including extended health care, dental and vision, gender affirming care, fertility care
• Insurance including life, AD&D, critical illness, long term disability
• Employee Assistance Program
• RRSP/RPP with matching
• Tuition Reimbursement Program
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses

Applications close:

Location – Vancouver, Canada

For this position, we anticipate offering an annual salary of $55,000 - $75,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

This posting reflects an active vacancy that we are currently seeking to fill.

We welcome applications from candidates with diverse experiences

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

As part of our recruitment process, we may use AI tools to assist in various stages, including the screening and assessment of applications. These tools support our evaluation of candidates based on role relevant qualifications, skills and experience. All decisions are made by our hiring team and stakeholders.

Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at [e-mail]