Senior Analyst Customer Applications Support - Flight Operations

.OverviewWELCOME TO SITAWe'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 & TEAMAs Senior Analyst Customer Applications Support you will fulfil the roles of Delivery, Training, Professional Services, and some aspects of "Second Level" Support for our flight tracking tool. You will support the team in key areas of service management, incident/request/change/problem management, application deployment, professional services, advisory, and customer satisfaction.Reporting to the Manager Application Operations, you will be a part of the SITA FOR AIRCRAFT Customer Services & Operations team.Are you ready to be part of the future?WHAT YOU'LL DOWork together with the team to plan and ensure that new application releases are promptly deployed to our customers, ensuring our customers benefit from the most up to date release of SITA for Aircraft applications for Flight Operations including Pilots.You will be responsible for installing, configurations of applications with its delivery and training to Flight Operations team in Airline.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 actionsWhen required, coordinate with the Engineering team for the delivery of corrections/updates when neededEven 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.QualificationsABOUT YOUR SKILLS University degree or equivalent in Telecommunications or Computer Science/IT preferredAt least 3+ years of Airline Flight Operations experience required. Knowledge of Avionics is an advantage