Implementation - Delivery Associate (Travel)

Amadeus; Taguig; Hybrid; PHP 480,000 - 720,000; Full time

Job summary

A leading travel technology firm is seeking an Implementation - Delivery Associate to support large-scale implementations and migrations of products and services. The role involves managing service requests, ensuring compliance with security standards, and requires a Bachelor's degree in IT or relevant fields. Candidates should have 2-3 years of experience in IT roles specifically within the travel industry, with skills in incident management and tools like ServiceNow and Salesforce. A hybrid work setup is available, and flexibility to work on weekends is essential.

Qualifications

• At least 2–3 years of hands-on experience in IT or implementation roles in the travel industry.
• Proven ability in incident management and service request management.
• Experience in problem management.
• Experience with ServiceNow and Salesforce.
• Knowledge of Amadeus products and the travel industry.
• Knowledge of Global Distribution System (GDS).
• Ability to work rotating shifts including nights and weekends.
• Willingness to work a hybrid setup (2–3x onsite).

Responsibilities

• Manage requests in accordance with guidelines and ensure quality.
• Prioritize requests based on urgency and importance.
• Handle investigations of incidents and ensure timely resolutions.
• Collaborate with multiple teams to ensure quality, security, and timely delivery.
• Manage incidents and service requests with priority and SLA awareness.

Skills

Analytical skills

Problem-solving skills

Communication skills

Experience with ServiceNow

Experience with Salesforce

Ability to work in multi-cultural environments

Knowledge of Global Distribution System

Flexibility and responsiveness

Education

Bachelor’s Degree in IT or Computer Engineering

Tourism or relevant work experience

Tools

ServiceNow

Salesforce

Job description

Job Title

Implementation - Delivery Associate (Travel)

Job Title

Implementation - Delivery Associate (Travel)

Job Title

Implementation - Delivery Associate (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.

Purpose of this role

Join our dynamic team as a Core Implementation Services team member, where you'll play a crucial role in supporting large-scale implementations and migrations for Amadeus products and services. 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.

Main Responsibilities

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
  
  

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation,age, beliefs, disability or any other characteristics protected by law.