Senior Analyst Customer Applications Support - Flight Operations
SITA
- Barcelona
- Temporal
- Tiempo completo
- 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 “resolver group” 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.
- University degree or equivalent in Telecommunications or Computer Science/IT preferred
- At least 3+ years of Airline Flight Operations experience required. Knowledge of Avionics is an advantage.
- Experience of Airline Products & Service knowledge around aircraft communication services, Flight Operations Ops control and flight tracking systems, 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.