Analyst, Reservation Solutions L3

Job Locations US-FL-Orlando
Job ID


The Analyst, Reservation Solutions L3, is responsible for the support of Reservation Solutions products including their component systems and integrations. The role includes production support activities, self-starting problem solver, performance of effective and efficient support procedures, reservation system and business knowledge, and participation in the delivery processes. The position is essential to a quality support experience for our clients and the overall success of our products, and interacts with a broad audience within the company, including the customer-facing Operations team, Product management team, and development and technical teams.


  • Participates in production system/application support of issues throughout their support lifecycle, and helps drive to increased proactivity
  • Investigate, analyze, and resolve complex support case escalations
  • Works with Lead and Management to prioritize support workload and/or change focus to escalated issues or system interruptions as warranted
  • Coordinates the support process between the Operations team and development team and Product team with a focus on customer urgency and impact Analyzes transaction and configuration data to solve support issues and identify trends; escalates to leadership as warranted
  • Understands and can represent business process impact and system behavior
  • Utilizes support ticket process with a focus on productivity, improvement, and values
  • Participates with delivery activities in order to drive to supportability and minimizing customer impact
  • Clearly document defects and enhancements
  • Be proactive in helping define and document best practices, business process flows, and knowledge base content
  • Create and run queries to assist with troubleshooting and identifying trends
  • Assist with department project initiatives and related reporting and documentation
  • Work closely with software developers, QA analysts, Client Teams, and IT engineers to support software products used by a global base of clients
  • Assist/guide our internal and external clients as well as customer care teams with questions about the functionality and configuration of our SaaS applications
  • Aid in the proactive development of processes and procedures that will decrease issue resolution times Troubleshoot software related problems over the phone and remotely
  • Identify the probable source of the problem, whether that is a software application component or a software or hardware problem within the IT infrastructure. Manage end user issue resolution through multiple internal and external teams.
  • Research, resolve, and respond to customer questions and callbacks in a timely manner and in accordance with established standards, policies, procedures and service level agreements



  • At least 2 years’ experience with reservation systems
  • At least 2 years’ experience in hospitality and/or travel & tourism
  • At least 3 years’ experience in a support role
  • Basic knowledge of SQL queries and database tables
  • Experience in troubleshooting various forms of software problems from the server to the client browser
  • Experience working with xml & configuration files, windows & web services 
  • Experience gathering software diagnostic data and process dumps 
  • Experience working with multiple stakeholders in a problem-solving environment
  • Proficiency with SQL Database querying and with Excel (PivotTable, Graphs, Query and Macros) and standard tools 
  • Understanding of internet networking connectivity technologies including firewalls, tcp, dns, dhcp, and ssl



  • Sense of urgency and sensitivity regarding customer/business impact and other corporate priorities
  • Procedurally minded towards appropriate course of action; especially within a ticketing process
  • Sound judgment regarding priority and escalation/engagement
  • Analytical view to support software troubleshooting through data; synthesized into relevant and useful information and knowledge in a quantitative problem-solving environment
  • Quick learning skills and inquisitive nature to expand subject matter expertise
  • Excellent communication skills, tailored to different organizational audiences and across the spectrum of hierarchy with a focus on international exposure (i.e. from Customer Care Agents to Developers)
  • Inspire confidence while leading customers through the steps to resolve issues via phone and email
  • Ability to compare XML messages and identify discrepancies
  • Excellent time management and organizational skills with the ability to work independently
  • Eagerness to contribute in a team-oriented environment 
  • Superior technical expertise and work ethic





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