Senior Analyst Service Transition (ITIL, Expert knowledge in Service Gateway , Good communication skills)

WELCOME TO SITA 
SITA is the leading specialist in air transport, communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture. 
Ready to redefine air travel? The journey starts here, with you at SITA. 
As Senior Analyst Service Transition, your main responsibilities are to 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 technical Service Transition services to SITA customers according to SITA standards and procedures. 

WHAT YOU WILL DO: 

• Create and Document Customer Support models according to SITA standards and Contractual agreements. 
• Coordinate with SITA Internal Stakeholders to provide all needed information for support.
• Ensure the adherence to the highest working standards for all incidents and problems by providing guidance support and direct management.
• To proactively detect problems related to Service Transition Process and Procedures conduct diagnostics and provide service request ownership to ensure resolution.
• Assist in the development, planning, coordination and implementation of Change and Project plans.
• Maximizing customer satisfaction by the delivery of first-class support activities and ensuring Systems and Products are properly deployed, configured & supported. 
• Contribute to improvement efforts within Operations for their assigned service families assessing the quality of services building and approving an improvement plan coordinating the execution of work packages and verifying the quality of improvement plan deliverables.
• Be responsible for the quality and completeness of Asset and Configuration Loads of data in the Operations Database.

EXPERIENCE: 

• Bachelor degree in Communications, Computer Science, and Electronic Engineering.
• Technical knowledge and background (IT infrastructure and Service Management)
• Minimum 3 years of experience in project analysis, requirements plans, and schedules
• Minimum 3 years of experience in Customer Service preferably in a global organization and Service Provider environment.
• Experience in IT Service Management processes and concepts.
• Minimum 3 years of experience in change and/or project management and data quality management
• Minimum 3 years of experience in IT domains.
• Knowledge of standard change management & Ability to document process & workflow/policy and produce detailed and procedural documentation.
• Ability to work under pressure and to deal with multiple tasks.
• Knowledge of ITIL and Service Management practices and procedures.
• Knowledge of Six Sigma or other industry standards an asset.
• Operating knowledge of Microsoft Office products.
• Excellent communication and interpersonal skills.
• ITIL Foundation Certificate- Project Management Certification

NICE-TO-HAVE: 

• Experience of working in the Airport / Airline industry preferred

WHAT WE OFFER:  
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 30 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.