Selling System Support Analyst

Your Golf Travel is the worlds largest golf travel specialist providing golf breaks and holidays across more than 3,000 locations in 22 countries, including the UK, Ireland, Europe, and beyond. Since our launch in 2004, we have seen swift expansion and now boast a team of over 180 professionals based in our offices in London, Brighton, St Andrews, and Killarney. Throughout this journey, we have established incredible relationships with our suppliers and customers, created an extensive array of exceptional travel products and experiences, garnered numerous awards... and this is only the beginning!

At Your Golf Travel, we are driven by our "Always Going The Extra Yard" values, a set of four core principles that define how we work and who we are. We put the Customer First, Always, using empathy and deep insight to consistently exceed expectations. We believe in the power of the collective to Own it, Together, combining personal accountability with high-pace collaboration to deliver results. Our team is encouraged to Think Smart, Act Bold, challenging convention with an ambitious, entrepreneurial spirit that knows no limits. Finally, we maintain The Expert Edge by constantly evolving, learning, and pushing boundaries to ensure we are always going that extra yard for our clients.

The role of the Selling System Support Analyst is to provide support and be the first point of contact for all Selling System activity related to support, maintenance, implementation, management, enhancements of our key business systems.

It will require a number of skills in addition to core support experience including business analysis and project management experience. This is a key role within the IT team and we are looking for an individual who has experience of working within a support function working with 3rd party suppliers.

As well as a good knowledge of the software development lifecycle and the processes & governance required to support this. Providing 1st line support to all the YGT teams is front and foremost of this role ensuring any issues are managed through to resolution in a timely manner to minimise impact to our customers and suppliers.

The systems supported include ACE (Res System), Travel CRM, The Key Mobile App, E-Sign for suppliers, Tee Time Cache, Payment Providers, Documentation Portal and other supporting systems.

Key Responsibilities:

• 1st and 2nd line support and triage for all supported selling systems

• Become SME for supported selling systems o Raise and manage system issues with internal teams and 3rd party vendors

• Manage prioritisation of system issues with internal development teams and 3rd party vendors

• Test all system fixes and conduct regression testing prior to system upgrades

• Support system upgrades with 3rd party vendors (some evening out of hours work required)

• Investigate queries from Finance or Data teams

• Communicate regularly with key stakeholders to update on progress

• Support the delivery of the development roadmaps for the system including writing requirements, managing the user story sign off process through to delivery of developments and testing

• Support the business teams ensuring the systems capability is exploited including assisting with any on-going training

• Support the technical roadmap of planned projects in the 3 year plan, providing input and assisting with business analysis activity across a wide range of projects

• Plan and facilitate regular support reviews with 3rd party vendors

• Working collaboratively with the teams to proactively identify improvements across systems/processes

Personal Specifications:

• Experience of working in an IT Support team with 3rd party software providers

• Experience of system and regression testing o Knowledge of the full development lifecycle

• Knowledge of Jira Service Desk

• Excellent problem solving, analytical skills with the ability to provide root cause analysis and create workarounds

• Strong team player

• Ability to demonstrate a hands on approach working directly on the Sales floor with the teams when required

• Excellent organisational and time management skills

• Adaptable, proactive and solutions focussed

• Excellent verbal and communication skills with ability to build trusting and strong working relationships

• Minimum 3 years experience in a similar role

• Desired experience of working with Inspiretec Reservation and CRM and Amadeus systems

• Hybrid working 3 days in the office

• Demonstrates a strong commercial awareness