Major Responsibilities:
Business Environment
Amadeus is entering in the Airport IT domain that represents a significant potential for diversification and company growth.
Airports' IT cover multiple applications to manage flights, mix & mobile resources, public/private/mobile displays of information, and multiple other software solutions to optimize their critical activity.
You will discover the hidden face of an airport, the huge complexity to handle ground operations when thousands of persons are synchronized through complex processes, the challenges for the IT, and the key improvements we will design, in close partnership with two major European airports.
The target of the new Amadeus Global Customer Services (GCS) Airport IT team is to design and develop innovative customer service solutions, deliver those solutions to Airport IT launch customer and handover the delivery to the Amadeus line organization, with a special objective on creating industrializable self-service and multi-channel solutions in support and learning.
Overall Position Objective
The successful candidate is a skilled customer support solution expert who sees the importance in designing user-friendly, cost effective customer support services solutions that are relevant to the needs of the customer and is encompasses the complete service chain from end-user to third level. The Customer Service Solution Designer will be a member of the dynamic and motivated Global Customer Service Project team, and work closely with Product Development and launch customers.
Main Position Activities
- Plan, design and develop customer support service solutions and coordinate their implementation.
- Identify detailed lists of specific tasks necessary to develop and deliver requested services.
- Evaluate service feasibility, cost and potential benefits.
- Define and document service development framework including precise sizing, tasks, priority, resources and delivery dates for all requested and approved services.
- Manage the service design phase.
- Apply proactive problem management and anticipate potential incidents.
- Document service recovery and work around solutions.
- Develop, source, disseminate and leverage customer support service solution knowledge.
- Identify functional and technical trouble shooting scenarios, error messages incidents related to Airport IT products, and create and implement corresponding knowledge solutions.
- Classify knowledge solution from the user logic and perspective.
- Ensure that the support environment is properly configured and data updated prior to roll-out of new or adapted services.
- Work with the project manager to help review and create processes and procedures.
- Work with the GCS project team applying a ?collaboration first? approach in being jointly responsible for the design, development and delivery of harmonized GCS service solutions.
Requirements:
Education & Experience
- Degree in IT or computer science/engineering and relevant work experience.
- Certification on IT Systems, ITIL Fundamentals, V2 and V3
Functional Skills
- Strong command of spoken and written English
- Advanced PC skills (Word, PowerPoint & Excel)
- Must be able to write concisely
Personal Skills
- Analytical, methodical, structured and rigorous
- Excellent organization skills
- Multicultural approach
- Strong planning, scheduling, and researching skills
- Excellent interpersonal skills are essential
Job Experience
- Support Service Design background required
- Experience with complex software systems a plus
- Experience with knowledge management solutions and problem reporting tools
- Sensibility for design and usability
- Autonomy, proactive and accountability
- Change management and flexibility
- Analytical and conceptual thinking
- Good communication skills, especially for writing service solutions understandable by all users
- English fluent
