Technical Operations Associate
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The Technical Operations Associate is responsible for providing exceptional customer service while completing access requests to various Expedia applications and tools. Duties include managing all aspects of requests – creating, modifying, and removing access, as well as, following access management requirements to ensure proper approvals are received and logged. The Technical Operations Associate will be responding in writing via e-mail to customers directly at all levels of the organization. The representative must manage closing out of tickets with high quality and within Service Level, while minimizing risk in Expedia’s infrastructure. The representative will be responsible as a Subject Matter Expert for specified applications and act as the liaison with that application team. The representative will adhere to all audit, compliance and security standards in their day-to-day job.
Create, edit, and remove access to several Expedia tools and applications
Provide excellent customer service to the end users or managers that will be requesting access
Respond to escalated requests within the established SLA
Ensure that requests are complete and that all required approvals have been received and logged
Help to identify the needs of the customer and troubleshoot issues if incomplete requests are received
Adhere to security and audit requirements during daily tasks
Document account provisioning activities, which include ticketing tools and logging provisioning events
Become a Subject Matter Expert (SME) for a given subset of tools, including ownership of the maintenance of the workflows and documentation of that subset of tools
Present process improvement ideas to team leads and Subject Matter Expert as part of continuous improvement
Experience and Qualification:
Business fluency in English – both written and verbal
Detail Oriented, organized, and an ability to multi-task
Excellent customer service skills (customer focused)
Ability to work in a team environment (team player)
Excellent verbal and written communication skills
Experience working within a ticketing tool (i.e. Service Now, Remedy, etc.)
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.