Senior Analyst Service Transition
SITA
Posted 30+ days ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
ABOUT THE ROLE & TEAM
As a Senior Analyst Service Transition, you will play a key role in identifying and promoting opportunities for continuous improvement in operational and process performance. You will contribute to SITA’s competitive advantage and business growth by delivering high-quality Asset and Configuration Management services in line with established standards and procedures.
This role focuses on maximizing customer satisfaction through the effective deployment and configuration of systems and products, ensuring they meet operational readiness. You will also participate in and coordinate the rollout of new operational support services or enhancements to existing services.
Additionally, you will provide essential configuration support for operations, managing CMDB topologies and overseeing the full lifecycle of assets and configuration items. This includes the accurate population and maintenance of operational data within the CMDB to support service delivery and assurance.
WHAT YOU’LL DO
Provide support to internal and external customers in accordance with the terms of customer contracts and Service Level Agreements (SLAs).
Ensure adherence to the highest working standards for all incidents and requests by providing guidance, support, and direct management.
Ensure the shortest possible implementation times by initiating timely escalations to specialized resolver groups, both within and outside SITA, in line with customer contracts, SLAs, and monitoring requirements.
Perform all Change and Project Management activities in accordance with SITA standards and procedures, maximizing customer satisfaction and ensuring timely internal deliverables.
Responsible for the quality and completeness of Asset and Configuration Item data loaded into the Operations Databases.
Ensure that a discovery process is periodically executed to capture an accurate, real-time snapshot of devices connected to the network. Compare this snapshot with the Operations Databases and take corrective actions as needed.
Ensure all procured assets are correctly tagged and accounted for, working closely with Delivery (Rollout and Implementation) and Regional Operations teams for move, add, change, and delete (MACD) activities.
Qualifications
ABOUT YOUR SKILLS
Bachelor’s degree in Business Management, Computer Science, or Electronic Engineering.
ITIL Foundation certification is required.
Project Management certification is an advantage.
0–3 years of combined experience in project analysis, planning and scheduling, data and quality management, and IT domains.
0–2 years of experience in customer service, preferably within a global organization or service provider environment, with exposure to IT Service Management (ITSM) processes and concepts.
Strong understanding of ITSM best practices, particularly in Configuration Management and Asset Management.
Proficiency in Microsoft Office applications.
Advanced Excel skills and working knowledge of Microsoft Access are essential.
Experience in coding and scripting with Python.
NICE-TO-HAVE
Experience in the airport or airline industry, along with familiarity with ServiceNow, including the Field Service Management module.
Six Sigma Lean certification
Technical knowledge and hands-on experience in one or more of the following roles:
CMDB Manager/Analyst
IT Asset Manager
Company Industry
- IT - Software Services
Department / Functional Area
- IT Software
Keywords
- Senior Analyst Service Transition
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