Senior Analyst Customer Applications Support (Remote)

Senior Analyst Customer Applications Support (Remote)

Senior Analyst Customer Applications Support | SITA |Singapore

SITA is the leading specialist in air transport communications andinformation technology. We don’t just connect the global aviationindustry, we apply decades of experience and expertise to address almost...

WELCOME TO SITA SITA is the leading specialist in air transport communications andinformation technology. We don’t just connect the global aviationindustry, we apply decades of experience and expertise to address almostevery core business, operational, baggage, and passenger process in airtransport. As an organization, we cover 95% of all international air traveldestinations and work with over 2,800 air transport and governmentcustomers in every corner of the globe. Immerse yourself in the dynamicworld of technology while embracing our collaborative, and inclusiveculture. Ready to redefine air travel? The journey starts here, with youat SITA. ABOUT THE ROLE & TEAM: As Senior Analyst Customer Applications Support youwill fulfil the roles of Delivery, Training, Professional Services, andsome aspects of “Second Level” Support. You will support the team inkey areas of service management, incident/request/change/problemmanagement, application deployment, professional services, advisory, andcustomer satisfaction.Reporting to the Manager Application Operations, you will be a part ofthe SITA FOR AIRCRAFT Customer Services & Operations team. WHAT YOU WILL DO: Work together with the team to plan and ensure that new applicationreleases are promptly deployed to our customers, ensuring our customersbenefit from the most up to date release of SITA for Aircraft applicationsfor Flight Operations including Pilots.You will be responsible for installing, configurations of applicationswith its delivery and training to Flight Operations team in Airline.Ensure that defined SLAs are met for the set of customers depending onyour team service delivery and support level.In case operations or supervision tools report misfunction, you may bepart of a “resolver group” whose task will be to assess the situation,propose temporary work-around in order to restore service, and provide RootCause Analysis for corrective actions.When required, coordinate with the Engineering team for the delivery ofcorrections/updates when needed. Even if a traditional Service Desk process is in place, you and yourteam will be in charge of enforcing SLAs, keeping informed your set ofcustomers either directly or via another customer-facing team in case ofincident/problem/maintenance outages. Reports will be provided in any casewhen required. ServiceNow is the tool in general practice. EXPERIENCE: University degree or equivalent in Telecommunications or ComputerScience/IT preferredAt least 4+ years of Airline Flight Operations experience required.Knowledge of Avionics is an advantage.Experience of Airline Products & Service knowledge around aircraftcommunication services, Flight Ops Safety Report Analysis, Ops control,Datalink knowledge is preferred.Excellent interpersonal skills ideally in a customer facingenvironment: stakeholder engagement, verbal and written communicationskills to convey complex and/or detailed information and ability to worksuccessfully with teams across the organization.Knowledge of IT infrastructure with MS-Windows and/or Linux will be anadvantage.Experience with Service Now or other ticketing systems ispreferred. WHAT WE OFFER: SITA’s workplace is all about diversity, many different countries andcultures are represented in our workforce. We collaborate in our impressiveoffices, embracing a hybrid work format. As part of our global benefits, weoffer: Flex-week: Work from home up to 2 days/week (dependingon your Team’s needs). Flex-day: You may wish to flex your arrival time atthe office, to beat the rush hours or you may want to leave the officeearlier to pick up your kids from school or to go to your favorite game: Wesupport you in being open about your needs and routine with youmanager. Flex-location: Benefit for 30 working days fromanywhere around the world each year! Competitive benefits according to the local marketSITA is an Equal Opportunity Employer and values a diverseworkforce. In support of our Employment Equity Program, women, aboriginalpeople, members of visible minorities, and/or persons with disabilities areencouraged to apply and self-identify in the application process.Tagged as: remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home

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