Senior Analyst Service Transition

ABOUT THE ROLE & TEAM:

Identify and promote opportunities to achieve continuous improvement in operational and process performance To assure SITA's competitive strength and business growth through the provision of the highest quality Asset and Configuration Management services to SITA customers according to SITA standards and procedures hence maximizing customer satisfaction by the delivery of first class support activities and ensuring Systems and Products are properly deployed and configured. Participate and Coordinate on the deployment of new operation support services or improvements over existing operational support services To provide Configuration Support for Operations on CMDB Topologies and end to end Lifecycle of Assets & Configuration Items to populate and maintain Operational data into CMDB.

WHAT YOU WILL DO:

• Provide support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).
• Ensure adherence to the highest working standards for all incidents and requests by providing guidance support and direct management.
• Ensure the shortest implementation times possible initiating the timely escalations to specialized resolver groups inside and outside SITA according to the customer contracts SLAs and monitoring requirements.
• Perform all Change and Project Management activities according to SITA standards and procedures maximizing customer satisfaction and internal deliverables.
• Responsible for the quality and completeness of Asset & Configuration Items Loads of data in the Operations Databases.
• Ensures that periodically a discovery process is run to make an accurate real time snapshot of the devices connected to the network compare this one-off snapshot with the Operations Databases and take corrective action where required.
• Ensures all procured assets are correctly tagged and accounted for works with Delivery (Roll-out and Implementation) and Regional Operations (for move-add-change-delete) to achieve this.
• Data Model definition/adaptation for customer-specific needs and operational requirements.

EXPERIENCE:

• Bachelor in Business Management, Computer Science or Electronic Engineering.
• 6 Sigma Lean is a plus.
• ITIL Foundation Certificate is a must.
• Project Management Certification is a plus.
• From 0 to 2 years of experience in the analysis of project requirements plans and schedules.
• From 0 to 2 years of experience in Customer Service preferably in a global organization and Service Provider environment.
• Experience in IT Service Management processes and concepts.
• From 0 to 3 years of experience in data and/or quality management.
• From 0 to 1 year of experience in IT domains.
• Experience of working in the Airport/Airline industry preferred
• Strong understanding of ITSM best-practice processes, with focus on Configuration Management and Asset Management.
• Preferred technical knowledge & Work experience in at least two of the following roles:

-CMDB Manager/Analyst

-IT Asset Manager

-ITOM Specialist

-CSDM Specialist

• Operating knowledge of Microsoft Office products.
• Advance Excel skills and knowledge of Microsoft Access is a must.
• Experience in coding and scripting using at least one language.
• ServiceNow experience is a plus.

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.