Thursday, November 20, 2014

SITA - Senior Client Service Representative/ Infrastructure Specialist - ITIL Certified (Indonesia)

To perform activities relating to reporting, service delivery, service level compliance, service performance, problem management, change management and billing. Design, Planning, Implementation and managing all Network IT Infrastructures including day-to-day operation; manage change request, incident and problem resolution. Maintain SLA/KPI for manage services (manage, monitoring and supervising), including analyst of change management

Liaise with third party for IT integration such as billing; call center, customer service and other cross-functional department.

Prepare proper solution architecture document for demand requests from Business Users Initiatives, Regional, or IT initiatives which include: Application Architecture, Data Architecture, Infrastructure Architecture, and Security Architecture.

Involve in IT budgeting and forecasting, Vendor selection and management

Support Annual IT Strategic Plan development process

Review RFP, RFI, SOW, User Acceptance Test

EXPERIENCE

- 3-5 years experience in a related role, delivering IT services to internal or external customers.

- Experience in a service management or customer services role

- Experience of working successfully in a process-oriented environment

- Experience of continuous service Improvement methods is desirable

- Experience of working in a matrix management environment is desirable

- Experience of working independently in a customer-facing environment is desirable

- Customer Service and Team Lead experience is essential

- ITIL Certification is essential

- Experience working with Internal and External Customers is essential

- Experience working with multiple suppliers is essential

- English speaking is essential

- Manage, work and support in remote airport sites is desirable

- Organizational knowledge and sensitivity

- Basic product knowledge of all SITA's products & services

- Service management process knowledge (ITIL Service Support & Service Delivery)

- Process knowledge

- IT knowledge

SITA is the world's leading specialist in air transport communications and information technology (IT). We work closely with every sector of the air transport community, innovating, developing and managing business solutions over the world's most extensive network - one that forms the "communication backbone" of the global air transport industry.

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