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Implementations & Product Support Officer

ICT Support Engineers
Permanent Full Time
3 days ago

CTM is an award-winning provider of innovative and cost-effective travel management solutions to the corporate, events, leisure and loyalty travel markets. Its proven business strategy combines personalised service excellence with client-facing technology solutions to deliver a return on investment to clients.

CTM was founded in 1994 in Brisbane, and today is one of the largest travel management companies in the world!


This part of the National Support team concentrates on streamlining the process and speed to market for the implementations of our new Client wins. The team and overall processes have been designed and structured in a way to commit to the business for timely results. The CTM Sales Family need to meet stringent clearly defined conditions which will flow through to a well organised department.

The Implementations team is fundamental to enabling the successful integration of our clients into the CTM culture and experience.

This is a great position for somebody who is known as ‘great at understanding the technical and thinking outside the box’ and is interested in moving to a more specialised function within the business.

You will be solution focused, and know that ‘customer service’ is where your passion lies. You will have a diverse client base so this role will give you the ability to use your excellent communication skills in an area of the business that can clearly report on your productivity and service.

CTM recognises that internal specialists are critical to ensure we provide the business with specialist knowledge and focus on our products and systems. The key is ensuring that this knowledge is shared with other team members across all departments to a level that allows them to maintain an adequate working knowledge of our key products and systems. Teamwork is key is this role!


  • Management of the client implementation process in conjunction with CVM’s, VAM’s and BAS teams. This includes debtor creation in Tramada, Online Booking Tool - OBT (Lightning/Serko/Concur), Automation, Client Data and other associated CTM products requested by the client
  • Implementation and set up of CTM products as requested by the client e.g. u-approve, SMART Portal, SMART Suite of products, CTM Mobile etc.
  • Monitoring of the Fusion Service Desk undertaking tasks (new implementations and debtor maintenance jobs) and delegating work to the team.
  • Database management including set up of Client Data Page on SharePoint and all Implementation Documentation
  • Tramada and OBT configuration support (set-up queries and changes)
  • Contribution into new products that come into CTM including, scoping, trials, testing, documentation, implementation, training and ongoing upkeep;
  • General support as required


  • Strong communication skills (written and verbal) and ability to adapt communication style depending on audience knowledge levels
  • Ability to make decisions autonomously
  • Proficient with Microsoft Programs in particular PowerPoint, Outlook, Word, Excel and SharePoint
  • Demonstrated ability to effectively problem solve under pressure
  • A keen attention to detail
  • Ability to communicate with a diverse client base in a professional manner at all times
  • Excellent prioritization and time management skills
  • Demonstrated exceptional customer service skills
  • A working knowledge of the Sabre GDS system
  • At least an intermediate level of knowledge specifically on Tramada, gained through relevant role experience, or the ability to quickly acquire such knowledge
  • Working knowledge of Adult Learning concepts.
  • An understanding of the interdependence of our products/systems and how they interrelate
  • Well-rounded knowledge of internal departments and their role within CTM
  • Ability to adopt a ’help desk’ approach to the role. Your success will be centrally monitored in regards to volume and satisfaction of those supported


At CTM, you'll feel the support of being part of a strong and stable company. We have a very strong history of promoting from within so we will support you in your career development plans.

In return for your commitment and hard work we can offer you competitive remuneration, an excellent work/life balance, employee discounts including an annual chill-out day and a fantastic team culture. In addition, Corporate Travel Management is proud of its corporate and social responsibility. Find out a little more about us by visiting our website

Salary Details*
Salary Type Normal Wages
Base Salary $0
Superannuation 9.5%
Bonus offered No
Total Package $0
* Salary details are calculated without bonus and monthly payout as per tax bracket without tax threshold and other allowances. Its always good to confirm these details with the employer or recruiter.
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Job Type
Permanent Full Time
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