At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always ‘Fly Better.’ As one of the most recognised and admired brands globally, we’re driven by innovation and excellence. Join us as a Business Support Group Specialist and experience a fast-paced, multicultural environment where your ideas and expertise will help shape the future of aviation. Here, you’ll grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage. As a Business Support Group Specialist, you will provide support to various systems implemented by the business, by assisting the vast end-user community in using and utilising the systems efficiently and effectively, and by adding improved functionality on a continuous basis. You will also ensure, through participation in the systems development life cycle, that the proposed system/solution delivers the expected business results. In this role, you will
Collate, analyse business requirements/system enhancements in order to ensure the end result is as per the business requirement. Monitor new developments in the functional areas; assess relevance for the business and advice business areas on the changes. Communicate these to the IT team. Escalate enhancements required to the relevant Business Project Managers for redressal at various forums.
Suggest, formulate and document solutions to meet the individual department's needs and ensure that proposed changes are in the overall interests of the business and future strategy of the system. Consider the impact on the numerous linked systems and ensure that these are allowed for. Escalate, through applicable business environment, functional issues and conflicts and make recommendations of potential solutions. Maintain a repository of documented business processes.
Lead the testing and sign-off of enhancements, patches and new releases. Ensure end-user communities are informed in advance of changes and new functionality introduced to allow for end-user education and familiarisation prior to its release.
Provide expert advice and guidance to users by answering functional queries, identifying areas of improvement through system monitoring of users and suggest best practices that offer potential cost or productivity savings.
Be on call 24 hours for support to ensure uninterrupted availability of the system and high quality of services to the business community.
Ensure that the BSG retains its role as the centre of excellence by supporting ongoing training within the department
Co-ordinate the implementation of system upgrades as delivered and related functions and ensure that the specific developments and fault fixes of the user department concerned are working in conjunction with the upgrade.
Track problem reports raised by end-users and give guidance for the resolutions. Interact with MERCARE Support for filing, follow-up and resolution of system bugs and Change Requests. Provide explanations whenever needed. Ensure that end-users are kept informed of the progress on the problem reports raised by them.
