Support Specialist for Airline Digital Experience Suite

Company Overview

[Company details not specified.]

Job Summary

The Support Specialist for the Airline Digital Experience Suite is responsible for responding to user queries, diagnosing complex problems, and facilitating effective resolutions. This role focuses on providing high-quality customer service and support while adhering to defined operational processes and methodologies.

Responsibilities

• Respond to user requests and research complex issues related to the Airline Digital Experience Suite Product.
• Identify and document problems, attending training to enhance knowledge transfer and prevent future occurrences.
• Diagnose and troubleshoot problems through discussions with users, including fault rectification and escalation as needed.
• Perform quality reviews with peers for incidents handled and conduct regular hygiene checks to avoid escalations.
• Coordinate with various stakeholders in the support organization to enhance business operations and collaboration.
• Propose improvements to existing tools and enhance their utilization in daily operations.

Qualifications

• Specialized formal education or equivalent work experience, with required technical and functional competencies.
• Strong understanding of Incident Management & Monitoring tools like Splunk and Kibana.
• Proficiency in ServiceNow is recommended and preferred.
• Knowledge of the Travel Domain and Digital Experience Suite is a plus.
• ITIL Foundation Certification and experience in Core Incident/Defect Lifecycle Management is preferred.
• Excellent listening, speaking, and reading abilities for effective communication.
• University degree is preferred.

Preferred Skills

• Experience with knowledge management solutions and documentation of knowledge articles.
• Ability to acknowledge, investigate, and recover incidents within service levels.
• Strong problem-solving skills and the capability to suggest improvements to knowledge solutions database.

Experience

[Experience requirements not specified.]

Environment

[Work setting details not specified.]

Salary

[Salary details not specified.]

Growth Opportunities

[Career advancement opportunities not specified.]

Benefits

[Benefits information not specified.]