Role Purpose:
As part of the Avenir Support Team, the Avenir Configuration Support Analyst plays a key role in delivering a frictionless, reliable, and delightful travel experience for Google travellers. The role supports the Google account by ensuring the Avenir platform is accurately configured, continuously optimised, and responsive to Google's evolving needs across regions, traveller types, and use cases.
Working closely with internal stakeholders and trusted partners such as JUNO, this role combines deep configuration expertise with a strong customer experience mindset—anticipating issues before they reach travellers and ensuring every interaction reflects Google's high expectations for quality and simplicity.
As Avenir continues to evolve, the role will also support the adoption and ongoing development of AI enabled capabilities, helping to ensure intelligent features are configured effectively, monitored responsibly, and used to reduce friction, improve responsiveness, and enhance the traveller experience.
Key Responsibilities:
Platform Configuration & Enablement
- Lead configuration support for the Google account across multiple points of sale, traveller groups, and policies, ensuring accuracy, scalability, and consistency.
- Work with internal teams and external partners to translate business and policy requirements into clear, effective platform configuration.
- Proactively review configurations to identify opportunities to simplify journeys, improve usability, and remove friction for travellers and administrators.
Advanced Support & Issue Resolution
- Provide advanced (Level 2/3) support for Google issues related to platform functionality, configuration behaviour, and complex traveller scenarios.
- Investigate issues thoroughly to identify root cause, applying structured analysis and best‑practice thinking to deliver durable solutions.
- Resolve issues with a focus on traveller impact, speed, and quality—minimising disruption and preventing repeat incidents.
AI Enablement & Continuous Improvement
- Support the configuration, monitoring, and optimization of AI‑enabled features within Avenir, ensuring they align with Google's expectations for reliability, transparency, and experience.
- Partner with internal teams to identify where AI can reduce manual effort, improve response times, or enhance traveler journeys.
- Contribute feedback and insights based on real‑world usage to support the ongoing evolution of AI capabilities.
Stakeholder & Client Experience
- Communicate clearly, proactively, and professionally on incidents, changes, and progress—ensuring stakeholders always understand status, next steps, and outcomes.
- Build trusted relationships through responsiveness, ownership, and consistency.
- Set expectations thoughtfully while maintaining momentum and confidence.
Documentation, Governance & Escalation
- Accurately document configurations, actions, decisions, and resolutions in agreed systems to support auditability and knowledge sharing.
- Escalate complex or high‑impact issues appropriately to internal teams, leadership, and vendors (e.g., Spotnana, JUNO) following established processes.
- Ensure issues are driven to closure, with learnings captured and shared.
Collaboration & Knowledge Sharing
- Work closely with cross‑functional teams including operations, product, implementation, and engineering to resolve complex challenges.
- Share insights, patterns, and improvement opportunities to continuously raise service quality and platform maturity.
- Maintain up‑to‑date knowledge of supported platforms, releases, and industry trends.
