Senior Analyst Customer Applications Support

il y a 1 semaine

Paris, Île-de-France SITA Temps plein

Overview:


Reporting to the Senior Manager Application Operations, you will be a part of the SITA FOR AIRCRAFT Customer Services & Operations (CS&O) team.

Are you ready to be part of the future?

Qualifications:

What You Will Do

  • Ensure that defined SLAs are met for the set of customers depending on your team service delivery and support level.
  • In case operations or supervision tools report issues, you may be part of a "resolver group" whose task will be to assess the situation, propose temporary workaround in order to restore service, and provide Root Cause Analysis for corrective actions
  • When required, coordinate with other support teams for the delivery of corrections/updates when needed
  • Even if a traditional Service Desk process is in place, you and your team will be in charge of practice SLAs, keeping informed your set of customers either directly or via another customerfacing team in case of incident/problem/maintenance outages via the ServiceNow ITSM platform.

Roles and responsibilities:

  • Flight data management:
  • Configure flight data management for new airlines
  • Communicate with the airlines on missing QAR data/ data frame documentation
  • Check the decoded flight data quality
  • Check the percentage of flight data received
  • Nice to have knowledge:
  • Flight data knowledge
  • Data analysis/Quality check
  • Coding knowledge is optional (bash)
  • Onboarding and delivering contracted opportunities and trials:
  • Configure Web Services (1 time)
  • Build and validate models
  • Collect live flight plan feed
  • Ownership of technical project activities from beginning to final savings presentation
  • Pilot communication (pilot notification/pilot webinar meeting) (1 time)
  • Configure the best OptiClimb delivery method (communicate with pilots/dispatchers) (1 time)
  • Custom requests/analysis from the airlines
  • Measuring fuel savings
  • Find flight to flight comparisons (on requests)
  • Manage airline meetings with Dispatchers, ATC, Pilots and Fuel team
  • Knowledge:
  • Airlines operations knowledges (EFF/Dispatchers/OFPs format)
  • Flight dynamics knowledges
  • Able to manage pilot discussion on operation and procedures (mainly cruise level off)
  • Internal Operational Handover Support:
  • Monthly savings report
  • After onboarding conduct training to respective Flight Ops group
  • Investigation on issues and monitoring Opti-Climb activities
  • Adding missing tails
  • Monitoring live flight plan feed
  • Specific requests/analysis from airlines (specific fuel dashboard integration, flight data analysis, pilot requests,)
  • Opti-Flight new features
  • Follow up with SITA Product /Engineering teams on new features
  • Support Application defect remediation
  • Update versions WS and models
  • Support BDMs with Opti-Flight presentations

Who You Are

  • University degree or equivalent in Telecommunications or Computer Science/IT preferred
  • At least 4+ years of Airline Flight Operations / Aircraft Engineering working experience. Knowledge of Avionics is an advantage.
  • Experience of Airline Operations Products & Service knowledge around aircraft communication services, Flight Ops Safety Report Analysis, Ops control, QAR data analysis, Datalink knowledge is preferred
  • Excellent interpersonal skills ideally in a customer facing environment: stakeholder engagement, verbal and written communication skills to convey complex and/or detailed information and ability to work successfully with teams across the organization
  • Knowledge of IT infrastructure with MS-Windows and/or Linux, Python will be an advantage.
  • Experience with Service Now or other ITSM platforms preferred.

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