Job no: 533198-A
Brand: Product and Technology
Work type: Full time
Location: Ontario
Categories: Digital and Technology, Data and Business Intelligence

Application Support Analyst

Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia. FCTG also operates a global corporate travel management network, which extends to more than 90 countries through company-owned businesses and independent licensees. The company opened its first leisure travel shop in Sydney, Australia in 1982 and listed on the Australian Securities Exchange in 1995. Our purpose is to “open up the world for those who want to see”. Every day, we give people all around the world the opportunity to experience something really amazing – travel

About The Prospect

Flight Centre Travel Group (FCTG) is seeking a motivated and detail-oriented Level 2 Support Resource to join our Digital Workplace team. In this hands‑on technical support role, you will provide triage, investigation, and resolution support across critical platforms used by our global Onboarding and Customer Success teams. You'll work closely with Business Analysts, Developers, and QA team members to diagnose issues across integrated systems, identify root causes, and ensure a seamless user experience. This is an exciting opportunity to develop expertise across platforms including Salesforce, Nintex K2, Microsoft Power Platform,



and other Digital Workplace‑managed applications while making a meaningful impact on business operations.

Key Responsibilities

- Own incoming Salesforce Cases from technical triage through resolution or escalation.
- Maintain accurate case categorisation, diagnostic evidence, actions taken, workarounds, and resolution details.
- Diagnose and resolve Level 2 application and platform issues across supported systems.
- Escalate issues to development or dependent platform teams with clear evidence, troubleshooting details, business impact, and required support.
- Trace issues across integrated workflows using case history, application logs, workflow/run history, monitoring data, and system records.
- Investigate failures across connected systems and determine appropriate resolution pathways.
- Apply knowledge of Nintex K2, Microsoft Power Platform, Salesforce, APIs, and event‑driven integrations to identify root causes.
- Collaborate with Business Analysts, Developers, and QA teams to understand upcoming changes, known issues, and platform dependencies.
- Create and maintain troubleshooting guides, knowledge articles, runbooks, and known‑error documentation in Notion.
- Communicate technical updates, resolutions, and workarounds clearly to non‑technical users.
- Identify high‑impact incidents and support Major Incident processes, investigations, and recovery activities.




- Analyse recurring issues and support trends to identify systemic problems and improvement opportunities.
- Participate in fix validation, regression testing, release readiness activities, and operational handovers.
- Maintain ownership of support cases while managing multiple requests against SLA requirements.
- Support the secure and confidential handling of customer and account information.
- Contribute to continuous improvement initiatives across support, training, documentation, and product teams.
- Contribute to a secure, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
- Other duties and tasks as assigned
- Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Experience & Qualifications

- Previous experience in a Level 1 or Level 2 technical support, application support, or service desk role.
- Experience working within an ITSM or ticketing environment, ideally Salesforce Case Management.
- Strong written and verbal English communication skills.
- Ability to communicate technical concepts effectively to non‑technical audiences.
- Experience troubleshooting complex issues across integrated systems.
- Exposure to Nintex K2, Microsoft Power Platform, Salesforce, or other workflow/low‑code platforms highly desirable.
- Willingness and aptitude to learn multiple business‑critical platforms.
- Strong analytical and problem‑solving skills.
- Ability to determine when issues should be resolved, monitored, or escalated.
- Experience working with application logs, wor

📌 Flight Centre (Toronto)
🏢 Flight Centre Travel Group
📍 Toronto