• Serve as a trusted customer support representative for government and business organization accounts • Respond to routine and complex customer inquiries related to travel bookings • Provide consultative advice, solutions, and recommendations • Assist business travelers and government agency personnel with booking, modifying, and canceling air, hotel, rail, and car reservations • Provide guidance on travel options, fare rules, and schedule changes • Provide accurate, timely, and professional support to customers • Comply with all legal, contractual, and policy requirements • Meet individual and team performance expectations • Operate in a telephony servicing environment • Document customer interactions accurately

• Support the development, configuration, and implementation of HCM solutions to meet client business and technical requirements • Perform functional and technical analysis to support system design, configuration, and deployment activities • Configure HCM applications, workflows, business processes, and related system components • Participate in requirements gathering, solution design sessions, and system demonstrations • Develop, maintain, and update project documentation, including Contract Data Requirements List (CDRL) deliverables • Assist with project administration activities, including status reporting, action item tracking, risk management, and project documentation management • Develop and execute test plans, test scripts, and validation procedures to ensure solution quality and compliance with requirements • Support data validation, issue resolution, and system troubleshooting activities • Collaborate with project managers, functional leads, technical teams, and client stakeholders to ensure successful project execution • Support system deployment, user training, and post-implementation activities as required

• Assist in the configuration and implementation of HCM solutions to support client business requirements • Support functional and technical project activities, including requirements analysis, configuration, testing, and deployment • Participate in system configuration, validation, and troubleshooting efforts • Develop and maintain project documentation, including CDRLs, status reports, meeting minutes, and technical documentation • Support project administration activities such as schedule tracking, action item management, risk tracking, and deliverable coordination • Assist with the development and execution of test plans, test scripts, and user acceptance testing activities • Participate in client meetings, workshops, and project reviews • Collaborate with senior consultants, technical teams, and project managers to support successful project delivery • Support data validation, quality assurance, and post-deployment activities • Maintain project artifacts and documentation repositories in accordance with organizational and contract requirements

• Manage ticket intake and triage from customer contacts • Monitor and oversee MAS support tickets, including routing and escalation • Create, disable, or modify Accela platform user accounts and permissions • Support service pack and release testing • Provide proactive guidance on client-led testing for major releases • Escalate advanced troubleshooting items when needed • Build and modify workflows, business rules, and automations • Develop and adjust fee calculations • Configure and resolve urgent system issues • Create and update reports (SSRS, Crystal Reports) • Implement advanced scripting and automation for existing configurations