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.
Analyst Customer Applications Support
As an Analyst Customer Applications Support, you will implement customer application training and support activities according to SITA standards and procedures, maximizing customer satisfaction by applying the industry's leading best practice processes and procedures.
Reporting to the Team Lead Service Operations, you will be a part of the Global Operations team and responsible for providing support to internal and external customers following departmental procedures and/or the terms of the customer contract or Service Level Agreements (SLAs).
What You Will 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
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Qualifications
Who you are
- 1-2 years of experience in a customer service function preferably in the area of airline systems application support or delivery.
- Operating knowledge of Microsoft Office products.
- Ability to support troubleshooting and investigate application software and/or IT systems.
- Ability to install and configure within the applicable application software and technology/vendor environment.
- Familiarity with ITIL and service management best practices and procedures.
- Ability to analyze, draw conclusions, and solve customers' moderately complex problems.
- Ability to build relationships with peers and management levels both with clients and the company management.
- Ability to prioritize work under pressure and multitask.
- Ability to work on different shifts 24/7.
- Ability to use a team approach to solve problems when appropriate.
- Ability to work in a multicultural and diverse business environment.
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.