PURPOSE
As a Lead Analysis Customer Applications Support, your main responsibility is to perform all customer applications and infrastructure 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.
KEY RESPONSIBILITIES
- Provide support to internal and external customers in accordance with departmental procedures and/or the terms of the customer contract or Service Level Agreements (SLAs).
- May act as the customer Single Point of Contact (SPOC) and co-ordinate application troubleshooting with customers and/or internal resolver groups ensuring the highest level of customer service is maintained to resolve the fault and incident within the prescribed SLA when required.
- Ensure established Service Management processes and procedures are understood and followed to the highest standards and co-ordinate problem resolution with the appropriate resolver groups.
- Adhere to installation guidelines application documentation and industry best practices in order to deliver quality service.
- Collaborate with customers to understand document and resolve problems to high complexity within the designated application.
- Conduct the analysis definition documentation and/or testing of application software changes and system enhancements.
- Support Global Sales teams with completion of Requests for Proposal (RFPs) and product demonstrations when required. 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 customer.
- Plan and deliver SITA application training both internally and to SITA hosted customers.
- Complete implementation project tasks on time to SITA standards and to the satisfaction of the customer.
- Execute testing with customers and third party service providers to ensure application and system processing is functioning properly for cutover.
- Provide product process and solution consultancy to customers and internal SITA teams as required.
- Conduct audits of customer as well as internal processes and procedures and suggest improvements.
EXPERIENCE
- Minimum 4-5 years of experience in a IT support role related to infrastructure, automation, application support and cloud based solutions.
- Experience in one or more of the following applications and cloud solutions related to MDM (VMware Workspace One, Microsoft Intune, MobiControl)
- Experience in MECM (SCCM)
- Experience in one or more DB solutions and technologies MySQL, Oracle Database, PostgreSQL, Microsoft SQL Server
- Experience in ADDS, ADFS, DHCP, Entra ID (Azure AD), basic network and firewall troubleshooting.
- Experience in one or more of the following scripting\query languages (PowerShell, PHP, C/C++, JavaScript, CSS, and HTML)
- Experience in Automation and Python programming.
- Experience in one or more of the following applications and solutions. (Nexthink, Dynatrace)
- Experience in one or more of the following peer to peer technologies (1E, Adaptiva)
- Certifications in one or more of the following (Windows Server Hybrid Administrator Associate, Azure Administrator Associate, LPIC-1, CompTIA Linux+, VMware)
PROFESSION COMPETENCIES
- Business Acumen
- Crisis Management
- Financial Acumen
- Product/Solution Knowledge
- Relationship Management
- Service Management Process
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Impact & Influence
- Leading Execution
- Results Orientation
- Teamwork
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.
