Job Opportunity in Jordan as an Analyst Customer Applications Support at SITA

SITA offers a job opportunity in Jordan as an Analyst in Customer Applications Support. You will perform customer application training implementation and support activities according to SITA standards and procedures. You will maximize customer satisfaction by applying industry-leading best practice processes and procedures.

You will be responsible for:

• Provide support to internal and external customers in accordance with departmental procedures and/or the terms of the customer contract or Service Level Agreements (SLAs).
• May act as the customer 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 customer contracts or SLAs by initiating timely escalations to management and/or specialized resolver groups inside SITA as per established departmental escalation procedures.
• Collaborate with customers to understand documents and resolve problems to moderate complexity within the designated application.
• 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.

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You must have:

• Minimum 1-year 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 analyze and investigating application software and/or IT systems.
• Familiarity with ITIL and service management best practices and procedures.
• Ability to analyze draw conclusions and create solutions to 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 use a team approach to solve problems when appropriate.
• Ability to work in a multi-cultural and diverse business environment.
• Crisis Management.
• Product/Solution Knowledge.
• Relationship Management.
• Adhering to Principles & Values.
• Communication skills.
• Creating & Innovating skills.
• Bachelors/University degree in a related field or equivalent work experience.
• ITIL Foundation Certification.

Benefits:

• SITA’s workplace is all about diversity: many different countries and cultures are represented in the workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where the company always pushing itself to find better ways of doing things: smarter, quicker, and easier, for the company and its customers and for their customers too. 
• It offers all the good stuff you’d expect like holidays, bonuses, flexible benefits, medical policy, pension plan, and access to world-class learning.

About SITA:

SITA is the world’s leading specialist in air transport communications and information technology. It doesn’t just connect the global aviation industry. It applies decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.

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