Distribution Support Analyst - Dorval, Canada - Air Canada

Air Canada
Air Canada
Verified Company
Dorval, Canada

1 month ago

Sophia Lee

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Sophia Lee

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Description

Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.


Responsible to execute operations support tasks related to GDS (Global Distribution System) and NDC (New Distribution Capability) channels including performing analysis, investigation and obtaining commitment for resolving issues from internal teams and/or external vendors.


A key mission of this position is to ensure that the AC product is distributed as intended in our GDS and NDC channels and that booking AC is an effortless and straightforward experience.


Key Functions & Accountabilities

  • Manage NDC and GDS (including AC channels using NDC) daily operations by reviewing reported issues in Salesforce, troubleshoot, replicate and provide guidance/feedback to reporter. Open reports with vendors (in their reporting system) for review and further action (e.g.

GDS:
Sabre, Travelport [Galileo, Apollo and Worldspan], Amadeus, TravelSky, Abacus and Infini or


NDC:
JIRA/Service Now/Confluence/etc).

  • Track, prioritize and escalate high priority issues resulting from external (e.g. GDS/NDC) or internal client product system changes.
  • Support escalation of critical issues for NDC and GDS distribution channels. Ensure final results are documented and communicated to management team.
  • Participate in technical discussions with internal and external parties (e.g., NDC partners, GDS, AC business units, external vendors/customers, etc.), provide support and functional expertise including recommendations.
  • Support Air Canada external customers and GDS Account Managers on potential inquires by participating in regular meetings to discuss ongoing challenges.
  • Assist with questions related to trouble reports (TRs) or enhancements presented during testing, raise any concerns to stakeholders, contribute to recommendations for work around solutions and complete internal and external communication.
  • Analyze and troubleshoot operational issues in AC's product displays and functionality in direct and indirect channels. Identify if issues exist, expose inabilities or deficiencies in these channels, for example issues with completing transactions for book, ticketing, modify, adding ancillaries including EMD, etc. Ensure that any identified issues are reported and resolved.
  • Understand and be familiar with use of Infare automation tool and Alteryx process used to populate data and dashboards for audit activities performed by the offshore WNS team.
  • Responsible to maintain Product Distribution Operations processes and procedures documentation.

Qualifications

  • Technical skills in particular area of expertise:
  • Proficiency in ARDWEB, Cryptic Altea, GDS (e.g. Sabre, Apollo, Galileo and Worldspan etc.) and web/internet knowledge.
  • Knowledge of the following system is considered an asset: Salesforce, Infare, Service Now, JIRA, Service Now etc.
  • Must be fully comfortable and familiar with operating a PC using Microsoft
  • Office
  • Word and Excel software (required) and PowerPoint.
  • Proficiency in GDS pricing and fare filings.
  • Knowledge of AIRIMP, SSIM formats, ticketing/BSP and other IATA standards an asset.
  • Knowledge of reservation teletype messaging an asset.
  • Knowledge of airline messaging (such as NDC, XML, IATA Standard Edifact) an asset.
  • Academic certification:
  • University degree or solid working experience in a relevant field (e.g. formal travel/tourism course or training program).
  • Previous business experiences:
  • Previous work experience within an airline sale, customer service, or pricing/tariff disciplines would be an asset.
  • Sound working experience in the airline industry (reservations, marketing and customer support experience).
  • Experience in testing, quality assurance and control.
  • Personal attributes/competencies
  • Strong analytical/problem solving skills.
  • Results Oriented
  • Ability to multitask and have strong organizational and time management skills.
  • Must be a team player and have the ability to work with diverse groups and working styles.
  • Able to multitask and handle multiple projects simultaneously as well as work under pressure, in changing priorities and tight deadlines.
  • Details oriented with the ability to deliver assigned objectives, ontime and within budget.
  • Strong communication skills, both written and verbal, with multiple levels of the organization.

Conditions of Employment:


Linguistic Requirements

Diversity and Inclusion


Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

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