Job Description

Overview

WELCOME TO SITA

is the leading specialist in air transport communications and information technology. We don\xe2\x80\x99t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

Ready to redefine air travel? The journey starts here, with you at SITA.

ABOUT THE ROLE & TEAM:

As Senior Analyst Customer Applications Support you will fulfil the roles of Delivery, Training, Professional Services, and some aspects of \xe2\x80\x9cSecond Level\xe2\x80\x9d 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 Manager Application Operations, you will be a part of the SITA FOR AIRCRAFT Customer Services & Operations team.

WHAT YOU WILL 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 team in Airline.
• Ensure that defined SLAs 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 \xe2\x80\x9cresolver group\xe2\x80\x9d whose task will be to assess the situation, propose temporary work-around in order to restore service, and provide Root Cause Analysis for corrective actions.
• When required, coordinate with the Engineering team for the delivery of corrections/updates when needed.
• 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.

Qualifications

EXPERIENCE:

• University degree or equivalent in Telecommunications or Computer Science/IT preferred
• At least 4+ years of Airline Flight Operations experience required. Knowledge of Avionics is an advantage.
• Experience of Airline Products & Service knowledge around aircraft communication services, Flight Ops Safety Report Analysis, Ops control, Datalink knowledge is preferred.
• 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 and/or Linux will be an advantage.
• Experience with Service Now or other ticketing systems is preferred.

WHAT WE OFFER:

SITA\xe2\x80\x99s 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:

\xf0\x9f\x8f\xa1 Flex-week: Work from home up to 2 days/week (depending on your Team\'s needs).

\xe2\x8c\x9a Flex-day: You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.

\xf0\x9f\x8c\x8e Flex-location: Benefit for 30 working days from anywhere around the world each year!

\xf0\x9f\x99\x8c\xf0\x9f\x8f\xbd Competitive benefits according to the local market

SITA 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.

SITA