Analyst Customer Applications Support

What You’ll 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.
  
  

Qualifications

ABOUT YOUR SKILLS

• Minimum 2-3 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