الرئيسية / الوظائف / Needed Analyst Service Transition

Needed Analyst Service Transition

Analyst Service Transition – Amman – Jordan  29855 
ABOUT US

Welcome to SITA… We lead one of the most exciting and advanced industries on earth. Around the world, nearly every passenger flight relies on SITA technology, almost every airport and airline do business with us, and it’s our job to support their operations. As the world’s leading air transport IT and communications specialist, we’re committed to meeting the demands of the air transport industry around the clock, every day.

Our Vision: Easy air travel every step of the way



WHY SHOULD YOU BE INTERESTED?

With us there are no limits for people looking to explore the edges of possibility and beyond. Together, we Go. Far.

Challenge: Our people take on some of the biggest challenges in our industry. They aren’t afraid to think bigger, work harder and deliver smarter solutions that are continuously transforming air travel.

Opportunity: Taking on these challenges opens up a world of opportunities for our people. We make sure they have the chance to develop their skills, explore new horizons and grow their careers on a global scale.

At SITA we believe that creating and nurturing an inclusive culture is about who we are as an organisation, and as an employer. Diversity is more than a target to us, it’s a key part out of our collective identity and values

Benefits in Jordan

Medical Insurance for employee and dependants

Life insurance for Employee including disability cover

21 Working Days Annual Leave

Social Security as per labour law 6.75 % employee and 12.75% company

Education Reimbursement for up to 5 children of 1,800 JOD per child /

per year aged 3 to 22

NB: Note that these benefits can change and some of these benefits have ‘conditions’ and may not apply to all employees

PURPOSE

To assure SITA’s competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained. n- To assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

KEY RESPONSIBILITIES

Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer’s internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver group

Ensure shortest restoral times possible initiating the timely escalations to specialized resolver groups inside and outside SITA according to the customer contracts SLAs and monitoring requirements
Manage the replacement of faulty equipment through the use of spares and ensuring the timely replenishment the spare according to prescribed availability and sparing policy.
To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance support and direct management.
Proactively detect problems related to service and infrastructure operations and delivery services conduct diagnostics and provide service request ownership to ensure resolution of customer problems
Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations
Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
Report and escalate to the next level those problems which cannot be fixed
Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
Perform Change Management Configurations Design and Implementation of the supported Product & Systems

Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.
Conducts the analysis definition documentation and testing of application & systems enhancements
To provide onsite support to Users during the cutover of the services
Continuously identify and document lessons learnt known errors and operational knowledge for improved services
When/where required be contactable for escalations and support on and on-call standby basis
When/where required perform assigned tasks on 24 x 7 shifts basis.

Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer’s internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.

Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
Ensure shortest restoral times possible initiating the timely escalations to specialized resolver groups inside and outside SITA according to the customer contracts SLAs and monitoring requirements
Manage the replacement of faulty equipment through the use of spares and ensuring the timely replenishment the spare according to prescribed availability and sparing policy.
To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance support and direct management.

Proactively detect problems related to service and infrastructure operations and delivery services conduct diagnostics and provide service request ownership to ensure resolution of customer problems

Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations
Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
Report and escalate to the next level those problems which cannot be fixed

Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance

EXPERIENCE

1 – 3 years’ experience application/system support domain. Must have dealt directly with external customers delivering to SLAs.

2 – 3 years’ experience in ACM domain where applicable.
Experience of working in the Airport / Airline industry.

KNOWLEDGE & SKILLS

Knowledge and understanding in one or several of the following domains:

Customer Service pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction
Ability and motivation to work in a team and in rotating shifts
Installation and configuration of end user applications and software.

Ability to analyze draw conclusions and create solutions to customer’s complex problems
Knowledge and ability to install and repair Desktop PCs Office .

Ability to build relationships with peer and management levels both with clients and the company management
Knowledge and ability to install configure and maintain operating system software including Microsoft/Linux/Unix.
Product and Service knowledge in several of the following areas at intermediary and advanced levels:
– Airport Services
– Desktop services
– Network Services
– Customer specific services and solutions (for dedicated support)
– Knowledge of ITIL IT and network components and principles
– Demonstrated maturity in handling complex customer issues and demanding customers
– Ability to organize the activity of a team and to take ownership of issues until resolution

PROFESSION COMPETENCIES

Applications Support

Info Gathering & Processing

Product/Solution Knowledge

Service Infrastructure /Platforms

Service Management Process

Technical Communication

CORE COMPETENCIES

Adhering to Principles & Values

Communication

Creating & Innovating

Customer Focus

Impact & Influence

Leading Execution

Results Orientation

Teamwork

EDUCATION & QUALIFICATIONS

Bachelor’s degree in Computer Science, Computer Engineering or equivalent in-country qualification.

Applicable vendor / technology entry level certification or equivalent work experience in particular: MCSA, MCTS, Linux/RedHat, PowerShell, PowerBI, Python, Office 365.
– ITIL Foundation Certificate

 

Profession

 Service Transition 

Work Location

 Middle East, India & Africa 

Schedule

 Full-time 

Job Posting

 Sep 20, 2019, 12:02:50 PM 

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