IT Application Specialist

A leader in the aviation industry is seeking to employ an IT Application Specialist to join their team. The selected candidate will be responsible to produce documentation both on resolution methods and “How To” manuals. Updating and/or informing responsible parties for user documentation on best practices and informing user communities of any issues found/resolved will also be part of the function.

Responsibilities:

• Be a user-facing IT member when it comes to user support 
• Follow the right processes and procedures when it comes to application support 
• Operate within established corporate policies and standards 
• Delivering high-level customer service to a wide range of users, including those with minimal IT knowledge 
• Observe Organizational Level Agreements for the resolution of tickets 
• Maintain documentation and knowledge bases with issue resolutions 
• Escalate as necessary with the other IT pillars any performance, security, or technical issues for not only issues resolution, but also application/performance improvement 
• Be proactive to discover trends, patterns, and similar events that lead to the identification of issues prior to becoming chronic.
• Foster a customer-centric culture whereby the internal stakeholders are considered as customers, consequently building processes and service levels with this notion 
• Continuously update on application changes and development, keeping abreast with any updates that are rolled out either by vendors or internal development teams 
• Participate and contribute to Program Increment sessions as well as in the development of further application functionality 
• Collate and centralize customer feedback through the proper channels with a view toward constant improvement   
• Spearhead solution adoption by being an application evangelist as well as part of the first cohort of users to get training and exposure to usability. 
• Constantly interact with the Product Owners on feedback provided by users on the usability of solutions and any issues that arise from usage 
• Support the identification of trends and patterns in user access usage by providing support to the Information Security department in collating user access lists and any auditing trails required. 
• Validate training programs together with the Applications Portfolio Team and contribute to the channeling of user feedback to the training and documentation responsible. 
• Maintaining and updating the knowledge base  

Skills and Requirements:

• People skills in managing client or stakeholder requests 
• Empathy with stakeholders 
• Analytical skills in understanding the true nature of the issue 
• Technical knowledge to support the investigation of issues reported, preferably ranging across different areas of an IT function 
• Ability to work under pressure and prioritize tasks 
• Capable of being part of a larger team and managing stakeholder relationships 
• Resilient and persistent to resolve issues in the best way possible 
• Time management and delegation of tasks to ensure resolution of tickets within timeframes as determined by OLAs 
• Managing vendor relationships and escalating any unresolved issues and items not being served in line with contracted SLAs as necessary during Service Review Meetings 
• Basic knowledge of programming languages and application development would be an advantage   
• Aviation experience, specifically Cargo business, would be an advantage 
• Understand telecommunication systems 
• Knowledge of Monday.com, SharePoint, CRM, and MRO solutions would be an asset. 
• Ability to learn and understand IT management software  

Education & Experience

• Higher National Diploma or 3+ years in complex environments managing teams with a focus on customer/stakeholder service provision
• Experience or certification in ITIL
• Knowledge of ITSMs

Job Reference: HA547