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 Officer 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 span on a global stage.

As a Business Support Officer you will be the centre of excellence for the application functionality, defining the function requirements in projects and/or enhancements, performing user tests, providing customer training, preparing the appropriate documentation, providing implementation support and acting as 2nd level and in some cases as 1st level support.

In this role you will:

• Where applicable, assist Sales and Marketing in pre-sales support activities as and when required mainly for small customers.
• Collate, analyse and define customer requirements for projects and enhancements assigned to. Identify and evaluate conflicting requirements and suggest practical solutions to achieve the customer targets.
• Define and co-ordinate the creation of test cases. Identify and define system requirements for testing of the functional change/development of the application/product. Co-ordinate the set-up and communication between the application/product and the partners system to support the testing of application functionality and linked systems. Manage the User Acceptance test and all related documentations. Ensure quality of testing/training along with the related documentation meets IT standards and is in line with the customers specific environment.
• Produce functional and end user documentation of new functionalities understanding customer needs.
• Ensure that the customers training department, end user communities and any other identified customers are informed in advance of the new functionality being introduced, to allow for end user education and familiarization prior to its release. Undertake Excellence Training mainly for internal customers and for external customers various departments if required.
• Where applicable, support business operations for managing/executing promotion campaigns.
• Act as second level support for the end user community on functional clarifications. Support users on all functional queries and act as first level support for projects during the cooling period, if required post implementation. Provide workarounds for application functionality to ensure uninterrupted operation. Participate in implementation support of enhancements and projects. Support BSGC in facilitating effective usage of the system in the business area/customer points.
• Identify, maintain and implement changes to the master tables/master data/functions required to support smooth operation of the system.

To be considered for this role, you must meet the below requirements:

• Long term customer service experience.
• Business domain knowledge (In depth and detailed knowledge of the application and/or another leading similar systems and related industry as well as of Industry standards, regulations and resolutions for the designated application)
• User support and Application support
• Holistic knowledge of business systems environment.

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop their careers. If you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays worldwide.
Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers.