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
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
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!