Associate Service Operations Specialist (Application Support)

About the role

The Associate Service Operations Specialist provides application support and training for SITA customers, ensuring smooth operation of airline and airport systems. You will act as a single point of contact, coordinate troubleshooting, and help meet service level agreements.

Key responsibilities

• Deliver support to internal and external customers according to departmental procedures and SLAs.
• Serve as Single Point of Contact, coordinating application troubleshooting with customers and internal resolver groups.
• Follow Service Management processes and ensure consistent, high‑quality service delivery.
• Coordinate problem resolution and initiate escalations to achieve the shortest possible restoration time.
• Adhere to installation guidelines, documentation, and industry best practices.
• Collaborate with customers to document and resolve moderately complex application issues.
• Analyze, document, test, and support software changes and system enhancements.
• Assist with acceptance testing based on customer or third‑party criteria.
• Work with senior analysts and development teams to identify root causes and provide effective workarounds.

Required profile

• Bachelor’s degree in Computer Science, IT, Telecommunications or a related field.
• 1‑2 years of experience in customer service or IT support, preferably with airline systems.
• Basic knowledge of system administration tasks on Windows Server or Linux environments.

Required skills

• Windows Server administration
• Linux system administration