Senior Analyst Customer Applications Support

OverviewWELCOME TO SITAS AIRCRAFT BUSINESS UNITSITA s Aircraft Business Unit makes flight operations air traffic management and aircraft maintenance more sustainable and efficient by enabling collaboration between people and organizations in the air transport industry through Communication connecting aircraft and people around the world Data Platform - Turning aircraft data into valuable insight for the entire industry Applications Empowering the industry with user-friendly tools that make flight operations more sustainable and efficient Ready to redefine air travel The journey starts here with you at SITA ABOUT THE ROLE TEAMAs Senior Analyst Customer Applications Support you will fulfil the roles of Application Delivery Training Professional Services including consultancy and change processes in deployment and some aspects of Second Level Support You will support the team in key areas of service management incident request change problem management application deployment professional services advisory and customer satisfaction Reporting to the Senior Manager Application Operations you will be a part of the SITA FOR AIRCRAFT Customer Services Operations team WHAT YOULL DO Work together with the team to plan and ensure that new application releases are promptly deployed to our customers ensuring our customers benefit from the most up to date release of SITA for Aircraft applications for Flight Operations including Pilots You will be responsible for installing configurations of applications with its delivery and training to Flight Operations and Aircraft Maintenance team in Airline Ensure that defined Service Levels are met for the set of customers depending on your team service delivery and support level In case operations or supervision tools report misfunction you may be part of a resolver group whose task will be to assess the situation propose temporary work-around to restore service and provide Root Cause Analysis for corrective actions When required coordinate with among other subject matter experts and the Engineering team for the delivery of corrections updates when needed Comfortable with working together with teams from several departments to facilitate the orderly execution of a proposed project plan Even if a traditional Service Desk process is in place you and your team will be in-charge of enforcing SLAs keeping informed your set of customers either directly or via another customer-facing team in case of incident problem maintenance outages Reports will be provided in any case when required ServiceNow is the tool in general practice QualificationsABOUT YOUR SKILLS University degree B Tech B E degree in Electronics Telecomm or Computer Science IT At least 4 years of Airline Flight Operations experience with Flight Operations Applications Knowledge of Avionics is an advantage Knowledge of ACARS and datalink with Avionics AOC is essential Experience of Airline Products Service knowledge around aircraft communication services Flight Operations System Ops control Datalink knowledge is essential Excellent interpersonal skills ideally in a customer facing environment stakeholder engagement verbal and written communication skills to convey complex and or detailed information and ability to work successfully with teams across the organization Knowledge of IT infrastructure with MS-Windows Server and or Linux MySQL MS-SQL databases will be an advantage Demonstrated understanding of ITIL methodologies ITIL v3 or v4 certification Experience with Service Now or other ticketing systems is preferred WELCOME TO SITAWe re the team that keeps airports moving airlines flying smoothly and borders open Our tech and communication innovations are the secret behind the success of the world s air travel industry You ll find us at 95 of international hubs We partner closely with over 2 500 transportation and government clients each with their own unique needs and challenges Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork Want to be a part of something bigAre you ready to love your job The adventure begins right here with you at SITA WHAT WE OFFER SITAs workplace is all about diversity many different countries and cultures are represented in our workforce We collaborate in our impressive offices embracing a hybrid work format As part of our global benefits we offer xf0x9fx8fxa1 Flex Week Work from home up to 2 days week depending on your Team s needs xe2x8fxb0 Flex Day You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments We encourage open communication with your manager about your needs and routine xf0x9fx8cx8e Flex-Location Enjoy up to 30 workdays of benefits anywhere in the world xf0x9fx8cxbf Employee Wellbeing Benefit from the Employee Assistance Program EAP provided by SITA a yearly free service offering practical advice in various aspects of your life xf0x9fx9ax80 Professional Development Enhance your skills with our training platforms inclusive of LinkedIn Learning xf0x9fx99x8cxf0x9fx8fxbd Competitive Benefits Access competitive benefits tailored to the local market and your employment status Keywords aviation customer support application support aircom ACARS airline operations customer serviceSITA is an Equal Opportunity Employer and values a diverse workforce In support of our Employment Equity Program women aboriginal people members of visible minorities and or persons with disabilities are encouraged to apply and self-identify in the application process