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Senior Analyst Customer Applications Support

2 weeks ago

Pasir Ris, Singapore SITA Switzerland Sarl Full time

Overview:
**_ WELCOME TO SITA_**

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

**_ABOUT THE ROLE & TEAM:_**

Reporting to the Manager Application Operations, you will be a part of the SITA FOR AIRCRAFT Customer Services & Operations team.

**_WHAT YOU WILL DO: _**
- 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.

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.
- Knowledge of ACARS and datalink with AOC is essential.
- Experience of Airline Products & Service knowledge around aircraft communication services, Flight Operations System, Ops control, Datalink knowledge is essential.
- 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’s 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:
**Flex-week**: Work from home up to 2 days/week (depending on your Team's needs).
- **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.

**Flex-location**: Benefit for 30 working days from anywhere around the world each year

**Competitive benefits** according to the local market