Analyst Service Assets and Configurations Management

3 weeks ago

مصر, Egypt SITA Full time

**Overview**:
**Analyst Service Assets and Configurations Management**

As an Analyst Service Asset and Configuration Management you will be responsible to Identify and promote opportunities to achieve continuous improvement in operational and process performance. To assure SITA's competitive strength and business growth by providing the highest quality technical Service Transition services to SITA customers according to SITA standards and procedures hence maximizing customer satisfaction by delivering first-class support activities and ensuring Systems and Products are properly deployed and configured.

Reporting to the manager service operations you will be a part of the transformation & performance team responsible for participating and coordinating the deployment of new operation support services or improvements over existing operational support services To provide configuration support for operations on CMDB Topologies and end-to-end Lifecycle of assets and configurations To populate and maintain Operational data into CMDB and Service Gateway.

Please note that the Job title on SITA contract for this role will be Analyst Service Transition.

At SITA, we achieve more, together. Are you ready to join us?

**What you will do**
- Provide support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
- Ensure adherence to the highest working standards for all incidents and problems by providing guidance support and direct management when/where required be contactable for escalations and support on and
- To proactively detect problems related to Service Transition Processes and Procedures, conduct diagnostics and provide service request ownership to ensure resolution.
- Ensure the shortest implementation times possible initiating the timely escalations to specialized resolver groups inside and outside SITA according to the customer contracts SLAs and monitoring requirements
- Perform all Change and Project management activities according to SITA standards and procedures maximizing customer satisfaction.
- Assist in the development planning coordination and implementation of Change and Project plans
- Contribute to improvement efforts within Operations for their assigned service families assessing the quality of services building and approving an improvement plan coordinating the execution of work packages and verifying the quality of improvement plan deliverables.
- To manage the transition of Service Gateway into operations at locations required including Asset Inventory and reconciliation, Service Gateway data load, and quality checking, Definition and agreement of implementation KPIs and criteria, operational team training, Process implementation, and post-go-live measurement of KPIs and criteria, Post go-live issue resolution
- Supports order management procurement and purchasing to ensure that all assets are ordered and procured according to the standards imposed by ITAM and prepares operation DB to receive assets by using the Advanced Shipment Notice (where available).
- Responsible for the quality and completeness of Asset and Configuration Loads of data in the Operations Databases (Service Gateway, Bizframe, FAA inventory and others).
- Ensures that periodically a discovery process is running to make an accurate real-time snapshot of the assets connected to the network compare this one-off snapshot with the Operations Databases and take corrective action where required.
- Ensures all procured assets are correctly tagged and accounted for works with Delivery (Roll-out and Implementation) and regional operations (for move-add-change-delete) to achieve this.
- Manage and support post-sales services and support solution implementation as well as the integration of all contracted services and professional resources both internal and external to deliver a proper People/Process/Tools solution.

**Qualifications**:

- Who you are- Bachelor’s degree in computer science, computer engineering, electrical engineering, or any other related field
- 0-1 year of experience in data and/or quality management.
- Ability to work under pressure and deal with multitasks.
- Knowledge of ITIL and Service Management practices and procedures is a plus.
- Knowledge of Six Sigma or other industry standards an asset.
- Operating knowledge of Microsoft Office products like MS Excel and MS Access.
- Adhering to Principles & Values of SITA.
- Excellent Communication skills.
- Knowledge of ServiceNow & CMDB is a plus.
- Knowledge of IT Asset Management Procedures & Processes is a plus.

**What we offer**

SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing thing

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