Expert Customer Applications Support

Overview:
**WELCOME TO**SITA**

We'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 big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

**ABOUT THE ROLE & TEAM**

As **Expert 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.

Reporting to the Senior Manager Application Operations, you will be a part of the SITA FOR AIRCRAFT Customer Services & Operations team.

Are you ready to be part of the future?

**WHAT YOU’LL DO**
- 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.
- 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 used in general practice.

Qualifications:
**ABOUT 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 including ACARS Message Processing and Flight Tracking Systems.
- Knowledge of Avionics is an advantage.
- Knowledge of ACARS and datalink with Avionics AOC is essential.
- Experience with Airline Products & Services, including aircraft communication services, Flight Operations Systems, Ops control Systems, and 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.

**WHAT WE OFFER**

We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

**Flex Week**:Work from home up to 2 days/week (depending on your team’s needs)
- **Flex Day**: Make your workday suit your life and plans.

**Flex Location**: Take up to 30 days a year to work from any location in the world.

**Employee Wellbeing**: We’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

**Professional Development**: Level up your skills with our training platforms, including LinkedIn Learning

**Competitive Benefits**: Competitive benefits that make sense with both your local market and employment status.