IT Support Analyst

Amadeus; Bogotá ciudad; Hybrid; COP 55,000,000 - 85,000,000; Full time

Benefits offered by this job

Competitive remuneration

Annual bonus

Vacation and holidays

Health insurance

Hybrid work in Bogota

Job summary

Amadeus is seeking an Airline IT Support Analyst to deliver high-quality functional and technical support to our airline customers. The role sits in the Airline Support Centre, acting as a 2nd level service desk to troubleshoot and resolve incidents, liaising with Global Operations and 3rd level resolver groups.

You will respond to questions about Amadeus Solutions, investigate cases using logs and network tools, and communicate updates to customers.

Qualifications

• Excellent English verbal and written communication skills with a demonstrated problem-solving ability.
• Bachelor's degree in IT.
• Experience with Amadeus Airlines Products or in Tourism/Airlines industry at airport settings.
• Communication & information gathering skills from listening/questioning techniques to delivery of presentations internally as well as towards Amadeus customers.
• Ability to investigate cases by correlating application behaviour, application logs and configuration setup to customer questions.
• Accountability, Autonomy and Proactivity to provide customers with a high level of continuous service and support, while managing priorities.
• Positive and collaborative attitude, willing to relate and work closely with all stakeholders.
• Can effectively adapt to different situations and demands.

Responsibilities

• Acknowledge, investigate and when possible, recover incidents within service levels using knowledgeable solutions.
• Respond to Amadeus customers’ questions concerning Amadeus Solutions (functionality, application, interactions between different solution components, etc.) to ensure highest customer satisfaction.
• Troubleshooting of client environment using system & network tools (PING, TRACERT, LOGS) to help diagnose and/or correct communication problems for those products that are reliant on specific protocols, ports and network settings that may affect the applications behavior.
• Log all customer questions and issues into the problem tracking system tool and assist 3rd level groups with investigation and identifying root cause of problem.
• Assist investigations of serious and critical problems with expert groups with the objective of achieving the fastest possible restoration of service.
• Activate on-call for escalation of serious and critical problems outside of normal working hours.
• Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress.
• Build and develop a professional and productive working relationship with Global Operations and Research & Development 3rd level resolver groups, Account Managers, Product managers, Implementation, or external service providers to meet customer expectations regarding the resolution of issues / service requests.
• Develop a detailed functional knowledge of specific applications plus a broad knowledge of system architecture, processing, and system assumptions. Maintain an up-to-date knowledge of operational standards, help desk methodologies, technical trends, and innovations in the industry

Skills

Excellent English communication

Education

Bachelor's degree in IT

Job description

Job Title

IT Support Analyst

ALL CVs MUST BE SUBMITTED IN ENGLISH

About The Business Area/Department

The Amadeus Global Customer Care group provides 2nd and 3rd Level Service Desk to support Amadeus Airline customers using Amadeus Products and Solutions (Reservation, Inventory, Ticketing, Departure control & boarding amongst the others). The Amadeus Airline Support Center (ASC) is the single point of contact for incidents, service requests and all contacts for production support issues. We aim at recovering 90% of all non-code related incidents and requests or escalating them to resolver groups within Amadeus or at third parties involved in the service provided.

Summary Of The Role

The main responsibility of the Airline IT Support Analyst is to provide high-quality specialized functional and technical support for customers, contributing to customer loyalty, account retention, and positive account development. The Airline Support Centre acts as the 2nd Level Service Desk for Amadeus’ internal and external customers, serving as a Single Point of Contact within the Amadeus Central Organization. It handles troubleshooting, investigating, and resolving complex incidents, liaising with Amadeus Global Operations, and escalating issues to the 3rd level support group.

In This Role You’ll

• Acknowledge, investigate and when possible, recover incidents within service levels using knowledgeable solutions.
• Respond to Amadeus customers’ questions concerning Amadeus Solutions (functionality, application, interactions between different solution components, etc.) to ensure highest customer satisfaction.
• Troubleshooting of client environment using system & network tools (PING, TRACERT, LOGS) to help diagnose and/or correct communication problems for those products that are reliant on specific protocols, ports and network settings that may affect the applications behavior.
• Log all customer questions and issues into the problem tracking system tool and assist 3rd level groups with investigation and identifying root cause of problem.
• Assist investigations of serious and critical problems with expert groups with the objective of achieving the fastest possible restoration of service.
• Activate on-call for escalation of serious and critical problems outside of normal working hours.
• Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress.
• Build and develop a professional and productive working relationship with Global Operations and Research & Development 3rd level resolver groups, Account Managers, Product managers, Implementation, or external service providers to meet customer expectations regarding the resolution of issues / service requests.
• Develop a detailed functional knowledge of specific applications plus a broad knowledge of system architecture, processing, and system assumptions. Maintain an up-to-date knowledge of operational standards, help desk methodologies, technical trends, and innovations in the industry

About The Ideal Candidate

• Excellent English verbal and written communication skills with a demonstrated problem-solving ability.
• Bachelor's degree in IT.
• Experience with Amadeus Airlines Products or in Tourism/Airlines industry at airport settings.
• Communication & Information gathering- from listening/questioning techniques to delivery of presentations internally as well as towards Amadeus customers.
• Capability to investigate cases by correlating application behaviour, application logs and configuration setup to customer questions.
• Accountability, Autonomy and Proactivity, to provide customers with a high level of continuous service and support, while managing priorities.
• Positive and collaborative attitude, willing to relate and work closely with all stakeholders.
• Can effectively adapt to different situations and demands

What We Can Offer You

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.
• Work hybrid at our Bogota office.
• Professional development to broaden yourknowledge and enhance your skillswith on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.
• Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe.

Working At Amadeus, You Will Find

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, and benefits.

A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer and committed to an accessible recruitment process. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.