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
Analyst Customer Application Support , you will perform all customer applications training implementation and support activities according to SITA standards and procedures or customer requirements as appropriate maximizing customer satisfaction by applying industry leading processes and procedures.
Reporting to the Manager Service Operations you will be a part of the SITA Global Services responsible for Customer Application Support service operation
What You’ll Do
- Provide support to internal and external customers following departmental procedures and/or the terms of the customer contract or Service Level Agreements (SLAs).
- May act as the customer's Single Point of Contact (SPOC) and coordinate application troubleshooting with customers and/or internal resolver groups ensuring the highest level of customer service is maintained to resolve the incident within the prescribed SLA when required.
- Ensure established Service Management processes and procedures are understood and followed to the highest standards and coordinate problem resolution with the appropriate resolver groups.
- Achieve the shortest service restoral time possible according to the customer contracts or SLAs by initiating timely escalations to management and/or specialized resolver groups inside SITA as per established departmental escalation procedures.
- Adhere to installation guidelines application documentation and industry best practices to deliver quality service.
- Collaborate with customers to understand documents and resolve problems to moderate complexity within the designated application.
- Conduct the analysis definition documentation and/or testing of application software changes and system enhancements.
- Assist with acceptance testing as related to customer or third-party service provider acceptance criteria.
- Collaborate inter-departmentally with Senior or Lead Analysts and/or Software Development personnel to identify the root cause of application problems and provide possible workarounds or resolution details to customers
Qualifications
EXPERIENCE & SKILLS
- Bachelor’s degree in computer/Telecommunication, Programming Eng, IT or Computer science preferred.
- Minimum 3 years’ experience in a customer service function preferably in airline systems application support or delivery.
- Systems Administration experience with Windows Server, Linux, SQL Server, IIS, and/or Cluster Services.
- Previous Experience in communicating professionally with customers at all levels.
- Good Knowledge and ability to install configure and maintain system software and including Microsoft/Linux.
- Ability to use Dataset, SQL, and stored procedures independently.
- Ability to work on different shifts 24/7.
- Good knowledge and ability to understand the standard software development principles, theories, concepts, and techniques.
- Experience with front & back-end development an advantage.
- Basic understanding of C# and .Net programming language.
- Basic understanding of JavaScript and HTML and Able to read, understand and trace back written code.
- Knowledge with Managed Hosting environment and Microsoft Azure Services.
- Familiarity with scripting languages (e.g., Python).
- Ability to use a team approach to solve problems when appropriate.
- Ability to analyze, draw conclusions and create solutions to customers for moderately complex problems.
- Ability to work in a multi-cultural and diverse business environment.
- Familiarity with DevOps technologies is an advantage.
- Creating & Innovating.
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Impact & Influence
- Leading Execution
- Results Orientation
- Teamwork
Education & Qualifications
Bachelors/University degree in related field or equivalent work experience required.ITIL Foundation Certification
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 have 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.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
