Analyst Service Transition (Mush have experience in Service gateway)
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.
PURPOSE
Providing technical Service Transition 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.Identify and promote opportunities to achieve continuous improvement in operational and process performance.
WHAT YOU WILL DO:
- Ensure the shortest implementation within possible timeline and handling escalations of specialized resolver groups inside and outside SITA according to the customer contracts SLAs and monitoring requirements.
- Managing the transition of Service Hub into operations at locations required including:
Asset Inventory and reconciliation.
Service Hub data load and quality checking.
Definition and agreement of implementation KPIs and criteria.
Provide professional application support service for the Service Transition supported applications, devices and communication between them including all the configuration software.
Responsible for the quality, accuracy of Asset and Configuration Loads of data in the Operations Databases.
Provide support to internal and external customers per the terms of the customer contract and Service Level Agreements (SLAs).
Ensure all procured assets are correctly tagged, accounted for works with Delivery (Roll-out and Implementation) and Regional Operations (for move-add-change-delete).- Manage/support post-sales services and support solution implementation as well as the integration of all contracted services, professional resources internal /external to deliver a proper People/Process/Tools solution.
- Coordinating with SITA Internal Stakeholders to provide all needed information for support.
- 24 x 7 for escalations, support n ready for adhoc task assigned.
Qualifications:
Experience:
- Computer Science/Electronic Engineering graduate with preferably Diploma/Certificate in Business Management.
- Operating knowledge of Microsoft Office products.
- Knowledge of ITIL/Service Management practices and procedures.
- Preferred ITIL Foundation Certificate
- Experience of working in the Airport / Airline industry preferred
- Experience in change and/or project management/data and/or quality management.
- Exp in Spare Management n Recycling Management is required
- Prior exp in Procurement/Spare Management/Recycling Management is desired
SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:
🏡 Work Flexibility: Work from home up to 2 days/week (depending on your Team's needs).You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.
🌿 Employee Wellbeing: Employee Assistance Program (EAP) provided by SITA is a yearly free service for practical advice in any part of your life.
🚀 Professional Development: Unleash your potential with our training offers via Coursera!
🌎 Flex-location: Benefit for 26 working days from anywhere around the world each year!
🙌🏽 Competitive benefits according to the local market
SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.