Analyst, Applications Support
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About us : It’s a great time to be part of the SES team We are the world’s leading satellite operator with over 70 satellites in two different orbits, Geostationary Orbit (GEO) and Medium Earth Orbit (MEO).

We provide a diverse range of customers with global video distribution and data connectivity services through two business units : SES Video and SES Networks.

Our global team works collaboratively to make a significant, and often life-changing difference in the world. As part of our team, you will play an integral part in delivering on our vision.

At SES, we connect and enable broadcast, telecom, corporate and government customers, and enrich the lives of billions of people worldwide.

Analyst, Applications Support Luxembourg - Betzdorf ROLE DESCRIPTION SUMMARY The position is responsible for the application support including management and processing of incoming user tickets or reported issues and forwarding of issues to external suppliers within the satellite applications environment.

The incumbent will ensure a proper and effective follow-up of the tickets and will manage a quick and transparent communication towards the end-

users and suppliers. PRIMARY RESPONSIBILITIES / KEY RESULT AREAS Ensure the analysis and resolution of all incoming Satellite Applications related incidents and requests Ensure all Satellite Applications related KPIs as defined by the IT department have been reached Actively manage the open incidents in the Satellite Applications support queue to ensure detailed updates, follow-

up and resolution, which includes : Take ownership of repetitive, normal, complex incidents Contact and help the end-user resolve his problem Involve third-

level support for advice where needed Manage all incidents to closure Define KPIs in order to follow up properly on incident resolution Ensure all information is correctly logged in the ServiceNow and Jira ticketing tool Ensure repetitive incidents are properly documented to facilitate future resolution of similar incidents Transfer incidents that cannot be resolved to third-

level support or suppliers, which means : Identify responsible team and trigger Jira ticket Include all relevant information into Jira ticket Ensure the follow-

up in Service Now or Jira with the users Ensure the follow-up in Jira with external suppliers Run ticket review meetings with external suppliers Ensure user management within Satellite Applications (creation & edition of roles and rights) within the managed applications : Create and edit users as requested via Service Now Manage user ACLs and request ACL qualification from application stakeholder board Support quality management within Satellite Applications : Support business analysts on application testing and application roll-

out Define business tasks for application use and test Ensure proper documentation within User Academy for Satellite Applications Participate to the training of end users on Satellite Applications Perform other tasks falling within the scope of area of expertise as requested Ensure compliance with procedures, methodologies and audit rules COMPETENCIES Ability to work internationally in a matrix-

managed, results-oriented environment Ability to think out of the box Strong analytical and problem-solving skills Ability to work independently with minimal supervision Good communication skills : able to exchange ideas and information effectively in a concise & logical way and be sensitive to audience diversity Ability to work in agile project environments Self-

motivated and demonstrate a doer mentality Ability to set priorities autonomously and to deliver results, even under tight deadlines QUALIFICATIONS & EXPERIENCE Bachelor’s Degree in Information and Communications Technology (ICT), Computer Science, Computer Engineering or equivalent Strong, hands-

on knowledge of and a minimum of five years of working experience with software systems (ideally in a similar position) Good technical understanding of the IT landscape and related technical skills as well as its business application Good Knowledge of Satellite Technology and related applications Experience using an enterprise ticketing system Working knowledge in Microsoft tools (Outlook, Word, Excel, etc.

Understanding of the end to end incident management life cycle Good knowledge of business processes Fluency in English, any other language is considered as an asset Willingness to travel internationally OTHER KEY REQUIREMENTS / COMMENTS Key Performance Indicators Meet annual objectives Manage tickets within SLAs Timely implementation for his / her tasks and activities Main interfaces to other departments Business representatives to define business needs End-

Users with regards to reported issues and communication Business applications DevOps group to manage appropriate infrastructure support for applications External suppliers to manage open tickets and incidents What’s in it for you?

In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support you’ll need for both your professional and personal development.

But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most.

We strive to uphold honesty, transparency and courage in everything we do. We’re proud to belong to the SES team and collaborate towards success.

Good to know For more information on SES, click here. SES is an Equal Opportunity Employer and welcomes diversity!

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