Senior Analyst Customer Applications Support

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 customer-facing 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.