Business Solutions Centre Senior Subject Matter Expert

Country UAE City Abu Dhabi Department Information Technology Closing date 14 July 2013

Job Purpose To act as subject matter expert across all Sabre products utilized within Etihad in order to support the Etihad network in leveraging the Sabre technology to deliver enhanced guest experience through best practice processes that are fit for purpose. Use exemplary technical and problem solving skills is to diagnose and solve business issues that have been escalated from front line staff that are generally not being able to be solved by team leaders and supervisors. Responsibilities Act as first line support for all business related queries regarding use of Sabre products and services delivering prompt and accurate resolution to any problems that may arise Use technical capability to work with Sabre Customer Care to achieve prompt resolution mitigating business impact to operations as a result of incidents that may arise Assists in the analysis of underlying issues arising from reported incidents in order to support development of system change requests or process amendments Management of all access requests to Sabre and Sabre Community Portal in accordance with the corporate policy. Fulfillment of various operational requirements relating to Special Service requests, medical needs for travelling guests and VCR coupon changes etc  Assisting with new station start-ups ensuring all system configuration and processes have been enabled and tested to mitigate any loss of revenue to the Etihad group with the introduction of new offices Execution of user acceptance testing and complete impact assessment of procedures for new or changed Sabre products and system enhancements Support and Assist Subject Matter Experts with queue management tasks and ticket resolution Ensure the Business procedure manuals are kept accurate and up to date at all times Ensuring that all owned tasks are managed in accordance with defined BSC processes Requirements Qualification & Education: Education to at least secondary level/ high school graduation is required ITI Level 3 Foundation Certificate is preferable Sabre Intermediate Certificate Experience: Post holder must have at least 1-2 years of Sabre products and services experience, ideally at least 1 year of which in airline Sabre products. Strong organization, decision-making, and problem-solving skills are essential. People management experience preferred Training & Knowledge: Knowledge of Sabre products in Reservations and Airports Advanced Sabre Certificate Training Service Management desirable Excellent verbal communication skills Fluent in English and one other additional language is required, Arabic speaking preferred Proficient in computer literacy, keyboard and visual speed and accuracy essential

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