Key Responsibilities

Establish, plan and execution of the database associated with the ground handler revenue stream.

Provides timely turnaround of application database loads and updates in accordance with the contractual commitments made to customers.

Meets established performance standards in terms of correctness of application database loads and updates as set out SITA PS management.

Maintains statistics related to contractual and SLA compliance as they pertain to ground handlers that contract for the common database service.

Prepare regular activity reports.

Perform audits when requested by carriers in the European Community (JAROPS).

Assess customer training requirements and tailor courses to meet those requirements.

Complete pre-implementation and training tasks on time and to the satisfaction of the customer.

Ensure the customer is configured properly and prepared for training and cutover.

Deliver training to new and existing customers through a variety of mediums: classroom, virtual classes, on site at customer locations or at a SITA facility.

Evaluate course contents and training methods, process and make enhancements as necessary to ensure defined, quality standards and objectives are achieved and training is delivered efficiently and effectively.

Determine the scope and timing of implementation activities in discussion with customers.

Coordinate and schedule implementation activities with customers and service providers.

Complete pre-implementation tasks on time and to the satisfaction of the customer.

Ensure the customer is configured properly and prepared for cutover.

Execute testing with customers and other service providers to ensure application and system processing is functioning properly for cutover.

Track the implementation process to ensure all activities are completed on time.

Resolve moderate to complex customer problems that arise during the various testing phases (programmer to programmer and user acceptance testing).

Work with Support and Programming staff for testing before GEN load.

Review documentation for accuracy and completeness as new enhancements are released.

Maintain level of expertise on applications and attend Statement of Work (SOW) meetings and reviewing GEN information.

Support SITA product management and sales and competency team activities with presentations and/or applications demonstrations.

Communicate customer requests for product enhancements to the Product Manager.

Provide Product, Process and Solution consultancy to Customers and other internal SITA teams as required and requested.

Conduct audits of Customer Processes and Procedures and suggest improvements.

Support Sales and Commercial staff with application expertise during the RFP and pre-sales process.

Coordinate the resolution of customer's problems and acts as a liaison between technical staff, Central support staff and the user community.

Assist Central support staff by working on pending incidents on The SITA Service Management System (Trillium) for resolution.

Escalate issues in a timely manner to ensure quick response time to the customer.

Identify opportunities of process improvements and make recommendations to management to streamline the process.

Provide timely reports to upper management as required.

Represent SITA in a professional manner at all times.

Perform other duties as assigned.

Education & Qualifications

- Bachelor's / University degree in related field or equivalent work experience required

- ITIL Foundation Certificate desirable

Experience

Knowledge of the Aircraft weight and balance calculations is a must.

Knowledge of the SITA Departure Control System is a plus.

Ability to perform the duties of a certified load controller is a plus.

Excellent verbal and written communication skills in English.

Ability to troubleshoot and follow through on issues seeing they are resolved in a timely manner.

Ability to deliver training to new and existing customers.

Knowledge & Skills

- Fluent verbal and written communication skills in English language and the local in-country language

- Operating knowledge of Microsoft Office products

- Ability to support, troubleshoot, analyze and investigate application software and/or IT systems

- Familiarity with ITIL and service management practices and procedures

- Ability to analyze, draw conclusions, and create solutions to customers' moderately complex problems

- Ability to build relationships with peer and management levels both with clients and the company management

- Ability to prioritize work, work under pressure and multi-task

- Ability to use a team approach to solve problem when appropriate

- Ability to demonstrate agility, flexibility and innovation in an environment where priorities and tasks can change rapidly

- Ability to work in a multi-cultural and diverse business environment

Profession Competencies

Attention to Detail

Analytical Skills

Customer Focus

Verbal Communication

Written Communication

Applications Support

Crisis Management

Problem Solving

Relationship Management

Core Competencies

Adhering to Principles & Values

Customer Focus

Teamwork

Adapting & Responding to Change

Creating & Innovating

Deciding and Initiating Action

Results Orientation