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 an Analyst Customer Applications Support, your primary responsibility is to provide technical assistance and support for various software applications, these applications developed by SITA and used by our customers in aviation industry, your role is crucial in ensuring the smooth operation for the applications running the airport.
Reporting to the Team Lead Service Operations, you will be a part of the Global Operations team and responsible for providing support to the customers following departmental procedures and/or the terms of the customer contract or Service Level Agreements (SLAs).
What You’ll Do
- Provide exceptional technical support and issue resolution to our customers via various channels (phone, email) In terms of the customer contract or Service Level Agreements (SLAs).
- Investigate and troubleshoot reported problems or system issues, working closely with users and resolver groups to understand and diagnose the root cause.
- Proactively monitor applications performance, identifying potential problems and implementing appropriate preventive measures.
- Maintain the technical knowledge base of our applications, staying up to date with new features, enhancements, and changes.
- 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
ABOUT YOUR SKILLS
- Bachelors/University degree in related field or equivalent work experience required.
- Strong troubleshooting and problem-solving skills with the ability to think analytically and logically.
- Knowledge in working with Windows Server environment.
- Familiarity with different database concepts, especially M-SQL.
- Understanding and experience in supporting cloud-based applications, preferably on platforms such as Microsoft Azure.
- Preferably to have knowledge in:
- Web APIs, including RESTful APIs, and Postman is a plus.
- Queuing systems, such as: MSMQ, RabbitMQ clusters and IBM MQ used by internal applications and external integrations.
- Linux technical support.
- Knowledge in ITIL is a plus
- Ability to work on different shifts 24/7.
- Ability to prioritize work under pressure and multitask.
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.
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Flex Week: Work from home up to 2 days/week (depending on your team’s needs)
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Flex Day: Make your workday suit your life and plans.
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Flex Location: Take up to 30 days a year to work from any location in the world.
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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.
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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.