Airport Application Support Specialist (PROPWorks)

In this job you will:

Purpose

The successful candidate is a skilled customer support specialist. As part of the Airport Support Centre (ASC) team you are going to develop and apply Amadeus customer support best practices and will be responsible for resolving and managing Propworks (an Airport IT product that is used for Contract and Billing and Revenue Consolidation interfacing with major financial systems and airport operational databases) incidents by connecting internal departments and the customer. You will be working on the second support level in a global follow-the-sun team.

Main Responsibilities

• Answers, evaluates, and prioritizes incoming telephone, e-mail and cases issues/requests from customers in regards to PROPworks® and respective application modules.
• Logs and tracks case incidents/problems, creates and maintains support documentation and provides  periodic status reports.
• Evaluates the cases by collecting information about the issue/problem and leads the customers through diagnostic procedures to determine the source of error.  Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, and follows the established escalation processes.
• Assists customers with product upgrades when required
• Logs and tracks software bugs for the development team
• Logs, tracks and prioritizes customer enhancement requests for the development team
• Assists in project planning and software development
• Consults with programmers to explain software errors, schemas errors or to recommend changes to programs
• Record and track project costs and/or revenues
• Document change control records
• Coordinate project activity; work with Project Managers on scheduling and joining project meetings
• Responsible for Coordination with other organizational departments including but not limted to:  Implementation, Solution Design, R&D, and Accounting.
• This position requires direct coordination with multiple sites, ensuring alignment across organizations.
• Performs training for our internal teams and customers if required.
• Performs some implementation tasks to improve the current knowledge of the product.
• Testing & Quality Assurance:
  • Participate in testing new features, upgrades, and integrations.
  • Report bugs and verify fixes during system updates.
• Continuous Improvement:
  • Identify opportunities to streamline workflows within PROPworks®.
  • Suggest enhancements based on user feedback and operational needs.

About the ideal candidate:

• Degree in IT or Computer Science/Engineering or Business Administration and/or relevant work experience.
• Knowledge and experience in providing 2nd level support for SAP/ERP applications, Oracle/SQL, Cloud solutions, remote management, incident management and resolution
• Familiarity/Exposure with PROPWorks (airport application) is an advantage
• Experience with Contract and Billing and Revenue Consolidation applications / ERP systems
• Experience in being the single point of contact for applications related inquiries
• Experience in verbal and written customer interactions
• Incident and Problem Management experience. Handling escalations and root cause analysis.
• IT experience, skills, knowledge and understanding of:
  • o Databases and database engines
  • o Remote management software
  • o Cloud vs local solutions
• Airport operation background is a plus
• Strong communication skills, strong command of the English Language, collaboration and critical thinking skills. Can Work with minimal supervision, be able to take decisions and a results oriented person
• Amenable to work on a hybrid work setup (2-3 days a week onsite). Location: BGC, Taguig
• Candidate must be flexible to work between EMEA and AMER shift (Mid and Night Shift), Weekend and Holiday work as needed

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.  

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Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.