Business Support Administrator

at  Hertz

JOB DESCRIPTION:

Business Support Administrator - 16 month contract
The Business Support Database Analyst will have a broad responsibility of supporting internal customers worldwide by updating the Hertz systems used within the Global Business Support Centre (ie GDD, GDS, RMS, Res Maintenance, Location and Policy Tools, etc) in line with Hertz quality standards, procedures, and guidelines.

• Update and maintain all type of information in relation to Location, Fleet, Taxes, Fees, Fuel, VAS, Special Equipment and Rental Qualifications and Requirements in the various Hertz databases (Global Directory Database, Res Maintenance, Rate Management System, IRAC, Location and Fleet Tools, Worktribe and Global Distribution Systems), to feed the Hertz in-house reservation system (Excalibur), Counter and Backoffice Systems, third parties and websites.
• Process tasks and workflows received for all locations in geographical Area North America.
• Update and maintain information for the relevant countries in the RMS system to keep GDD and RMS in sync. Able to identify and resolve discrepancies that may cause GDD and RMS be out of sync.
• Meet and exceed the agreed Productivity, Quality and SLAs for each and all types of requests received as per the Departments established targets and SLAs.
• Actively participate in Team meetings, briefs, knowledge share sessions, cross-training and any meetings organized to discuss and update team on business activities.
• Retrieve and update the per litre fuel and per wkh electricity prices for all countries using TAS as a counter system twice a week in GDD.
• Be a point of contact for the GDD developers and engineers in the Automation of any manual updates, which will improve the process, create additional productivity and reduce the margin for manual error, improving our customer’s experience.
• Responsible for the investigation of all troubleshooting of any legacy reservation systems for geographical areas EMEA, NA, LAMC for all brands.
• Be able to support coordinator quarterly in the final review and scheduling of all updates that affect our contractual customers in EMEA.
• Review of all fleet and fees requests received for EMEA, LAMC and NA communication of effective dates to contacts and other stake holders and the implementation and proofreading of same in GDD and related systems. This is to ensure accuracy of our data, generation of revenue and an optime Customer experience.
• Train, knowledge share and upskilling of our Country Contacts on our processes, systems and flows of data among systems. Explanation and guidance of customers of end-to-end processes.
• Review, set up and implementation of 24/7, Uber, TAS Only, and all type of rental and not rental locations (Car Sales, Turn Back, Workshops etc.) in our legacy databases.
• Review, test, set up and implementation of any new products and services (i.e. Super Cover Online, FPO, electricity charges etc.) as per business requirements for geographical areas EMEA, NA, LAMC for all brands.
• Report on data using SQL developer for all areas in the department and various Departments across the Business.
• Ensure all our shared files and reports that are used by the business are uploaded in Hertz Partners and distributed as per procedure and that contain the most accurate information at all times.
• Update Hertz Partners site weekly with our latest Forms, Insurance File, Country Fleet File, and vehicle reports.
• Main point of contact for EV related changes and updates within GDD, ensuring these are in line with Hertz expectations and procedures including the approval process before the implementation takes place.
• Be the main point of contact for the set-up of new countries in our reservation systems, from the review and detail explanations of the forms to the onboarding of the partner to our reservation systems, procedures and lingo to the final implementation and proofreading after live date and the follow up in any changes of modifications after live date.
• Responsible for Testing any new version of our current systems, documenting bugs, and providing feedback to developers, taking part on calls to give detail on these bugs and demonstration.
• Support with the implementation of Onsell/ Offsell requests.
• Support Training new team members in our systems and processes.
• Actively be involved in the SOP/Guideline creation and development, as well as the updating to ensure all processes are documented.
• Monitor the LSC (Portal used in US to receive Location Openings and Location Changeovers) and Assign Location Codes and Area numbers.
• Manage workload assigned in folders from various Inboxes that cover different tasks from different geographical areas, time zones and brands, ensuring each inbox and task is managed followed procedure and within SLA.
• Be able to work independently in any of the tasks and updates assigned to you.Support others in their day-to-day activities.