API Consultant

Company: Travelport

The Global API Support team provides end to end consultancy and development support to our API Customer base. These customers are using Travelport’s API product offerings to provide software and services to a large number of Travelport’s traditional customers who encompass the whole spectrum of agencies from Strategic Accounts to Partner Development globally. The product suite is offered across the Galileo, Apollo and Worldspan cores and support and service is offered on an implementation specific and business as usual basis to address ongoing support needs for this growing customer group. Global API Support represents the voice of our Developer customers within Travelport and champion’s their needs with our Product and Development organizations.  Global API Support are also acknowledged SMEs on our portfolio of API products and are leveraged internally within the business as such. Global API Support is organized into three regional teams but governance exists globally to ensure that service and support provided is largely consistent but with flexibility to allow for regional nuances in meeting the needs of the customer base in each region.

Main Accountabilities:  
 

• Act as an API Consultant supporting the sales team during pre-sales stage to ensure full technical discovery and solution validation is done to ensure the solution does what the customer requires it to do.
• Document showstoppers and product gaps and feed those back to the API product organization and other stake holders
• Provide onsite consultancy for (key) customers that require more in-depth support during development stage (end to end application workflow review etc.)
• Deliver SLA driven dedicated support to key strategic and top producing API/Messaging customers, as directed by the business
• Collaborates and builds effective working relationships with Product Portfolio owners, influencing product improvement and strategy from the perspective of operational support.
• Collaborates and builds strong working relationships with Regional Commercial leaders to ensure API Support is optimally positioned to support regional commercial goals and is proactively soliciting feedback.
• Collaborates and builds strong working relationships with Development teams API Support escalates to, to ensure good visibility to escalated issues and champion priorities and timely resolution.
• Manages crisis and escalation activities for API product and functional issues as required.
• Identifies opportunities to streamline product support processes and supplement/acquire product support knowledge across the Commercial Operations team; recommending solutions and driving changes as appropriate.
• Represent API Support on product and deployment teams to ensure that knowledge acquisition and training is provided, thus ensuring effective support for new products and enhancements.

 Knowledge, Skills, Experience, Training, Education:
 
The job holder should: 

• Be educated to at least Degree level in a business or IT related area, or have 5+ years of relevant business, customer support or project management experience.
• Have experience working as a (Sr.) consultant in the travel industry, ideally in the OTA/API space.
• Have experience working with a GDS, preferably one of the Travelport Systems (Apollo, Galileo or Worldspan).
• Have experience working with (travel) API’s, preferably GWS, XML Pro or uAPI.
• Have experience working in a customer support role.
• Have sound analytical skills; be able to identify key issues and information in complex situations.
• Have experience of working with cross cultural and international teams and across multiple time zones.
• Command excellent verbal and written communication skills; be confident and confidence inspiring in dealing with any level of an organisation, internal or external. 
• Be self-motivated and motivating.  Able to work productively despite tight deadlines and challenging circumstances and be able to encourage others to do the same.
• Must be proactive and inquisitive
• Have exceptional interpersonal skills to effectively interact at all levels both tactfully and diplomatically, yet assertively, and with the ability to recognize sensitive and political issues and impact.
• Have the ability to lead and/or manage diverse initiatives, committees and projects.  Must be able to perform complex tasks and to prioritize multiple activities.
• Have proven ability to promote and maintain a productive and collaborative environment within a diverse organization.
• Be able to challenge current operational thinking and propose improvements affecting productivity and customer experience and be able to work both within the boundaries of "big picture" while sometimes getting involved at the detail level.
• Have knowledge of competitor’s operational activities and standards in this area

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