ITS Careers

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Operations Automation Specialist - Nationwide

This Operations Automation Specialist is responsible for supporting, troubleshooting, and optimizing automated workflows used across the operations department. This role serves as the subject matter expert for all automation paths, mid-office automation processes including fee audits, scripts and workflow testing. They own issue resolution end-to-end, partners closely with technology and operations teams, and ensures automation stability following system changes.

Department:
Operations
Reports To:
Director of Operations

Key Requirements & Qualifications

Minimum of 7 years of corporate travel operations experience, including mid-office or automation-supported environments.

Minimum of 5 years of experience working with automated workflows.

Strong knowledge of mid-office automation, including fee audit research and QC processes.

Experience with Trip Easy OBT and Concur OBT.

Experience with automation scripts and rule-based workflows.

GDS experience (Sabre preferred) with the ability to build and manipulate PNRs for testing.

Strong analytical, troubleshooting, and root-cause analysis skills.

Excellent written and verbal communication skills.

Ability to manage multiple issues in a fast-paced operational environment.

Consistently demonstrates professionalism, accountability, and teamwork.


Essential Duties & Responsibilities

Automation Support & Troubleshooting

Troubleshoot and support all automated workflow paths used in operations, Concur, TripEasy, Scripts and Mid office including fee audit research and exception handling.

Action fee audit reports & attend fee audit meetings to research anomalies and determine resolution path.

Research issues occurring in automated workflows and own resolution from identification through closure.

Open and manage Operational Incident Reports (OIRs) and communicate with key stakeholders involved in resolution.

Support automation-related customer service cases requiring detailed research and analysis.

Testing & Quality Assurance

Perform testing following technology releases to confirm issues are resolved.

Ensure no additional automation failures are introduced after system changes.

Build and manage test PNRs as needed to validate automation behavior and fixes.


Project Support

Partner with operations and technology teams on the mid-office automation rebuild.

Support the Agent Sidecar project and related automation initiatives.

Identify workflow gaps and recommend enhancements to improve efficiency and accuracy.


Future Responsibilities

Provide input into future automation strategies and enhancements.

Support testing and rollout of new automation tools and workflows.

Serve as a subject matter expert and mentor for automation-related processes.

To Apply

Send your resume with cover letter to careers@its.com for consideration.

Position Description Subject to Change