Cargo Product Support Analyst

SITA is the world's leading service provider of IT business solutions and communications services to the air transport industry. SITA manages complex communication solutions for its air transport, government and GDS customers over the world?s most extensive communication network, complemented by consultancy in the design, deployment and integration of communication services.  SITA also provides market-leading common use services to airports and air-to-ground communications to airlines. We deliver a comprehensive portfolio of e-commerce solutions for airlines and are pioneering new technologies in areas such as in-flight passenger communications and transportation security. Motivated by industry concern for lower costs, asset optimization and an improved passenger experience, we aim to simplify travel and transportation removing complexity and improving our customers? operational performance.

 

SITA has two main subsidiaries: OnAir, which is leading the race to bring in-flight mobile telephony to the market, and CHAMP Cargo systems, the world's only IT Company solely dedicated to air cargo. SITA also operates two joint ventures providing services to the air transport community: Aviareto for aircraft asset management and CertiPath for secure electronic identity management.

 

Across the globe, SITA employs people of more than 140 nationalities, proficient in over 70 languages, and covers 220 countries and territories. With its main office in Geneva, Switzerland, SITA had revenues of US$ 1.582 billion in 2004 (? 1.170 billion [1]) [1] USD = 0.74 ? (Dec 30, 2004). For more information, please visit our website at www.sita.aero. 

 

JOB PURPOSE

 Provides customer and product support for assigned CHAMP Cargosystems / Logistic Manager products KEY RESULT AREAS Resolves moderate to complex customer/product problems with designated applicationsCoordinates the resolution of customer problems and act as liaison between technical staff, network staff, operational staff and the user communityConducts the analysis, definition, documentation and testing of application enhancementsInterfaces with customers to determine requirementsCoordinates activities with customers, prepares functional specifications and documentationEnsures that the technical group modifies the application software based on functional specifications submittedEnsures system integration with related servicesInvestigates reported problems/discrepancies, determines requirements and changes to system processing that may be necessaryProvides implementation supportMay be the first point of contact through telephone support or email messagesInterfaces with technical and in-house customer service personnel to determine exact nature of problem and implements remedial procedures for customerSimulates or recreates customer problems to resolve operating difficultiesProvides assistance on technical matters regarding product problems or inquiries and insures proper handling and follow-upDocuments moderately difficult problems and corrective proceduresSupports marketing and sales activitiesPrepares regular activity and statistical reportsAware and ready to execute established procedures

JOB CONTACTS

 

Within SITA:  CHAMP Logistics Manager support and management staff,  ATLDC/OTM operations and network staff.,  CHAMP Air Cargo Manager staff in London, CHAMP staff in Luxemburg



 

Outside SITA: Airline cargo and IT staff around the world, Freight Forwarder operations and IT staff around the world,  numerous airport ground handling agencies,  Customs Agencies for various countries, and Customs brokers working with air cargo.

JOB DIMENSIONS(Authority/Autonomy)

 

Decision Making, Authority Manage Customer AccountsOverseer Logistics Manger applications during non business hoursDetermine appropriate action for Help Desk calls/reports

KNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED

 

Education and Training

 

Bachelor?s degree preferred, High School diploma or GED required.

 

Knowledge and SkillsHigh level of customer service orientation required.Excellent problem solving and analytical skillsExcellent written and verbal communication skillsAbility to analyze, draw conclusions, and create solutions to customer?s moderately complex problemsAbility to work effectively in a diverse groupSelf starter who can follow a project through to completion with little assistanceDemonstrate good computer skills in the use of word processors, spread sheets, PCs, and data basesBasic knowledge of  UNIX systems and operationsGeneral knowledge of air cargo industry computer systems and/or freight forwarder systems

 

Experience

 

Minimum two years relevant cargo industry experience

 

Additional comments

Must be prepared to work Evening/Nights/Weekend/Holiday hoursMust be willing to travel as required

 

Please submit resume to karen.stack@sita.aero , indicating the job title and reference code in the subject line.