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Specialist/Engineer Service Operations, Data Centre - Atlanta Cumberland

Company: SITA
Location: Atlanta
Posted on: March 14, 2018

Job Description:


To assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first class support activities.
- To provide the highest level of Service Operation availability, ensuring Systems and Products are properly configured and maintained.
- To assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.


Review all change requests (RFCs) ensuring all changes follow defined process and comply with DC requirements including Risk Assessment and Business Impact Analysis.
Review all implemented changes to ensure that they have met their objectives, refers back any that have been backed out of have failed
Liaises with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules
Engage with department leaders, project managers, Software Development, Executives, and Solution Lines to acquire support and evaluate these changes
Serve as change agent by driving the required cultural transformation and the adoption of successful process improvement practices, by diagnosing barriers to RFC success, and by facilitating resolution as appropriate
Ensure all risks and issues that affect the RFC are raised following set processes and are actioned appropriately.
Establishing metrics and reporting using Xtraction and Power BI

Producing Management Reports and tracking metrics around the Change Management Process and Procedure
Escalate risks and issues that pose a significant impact to deliverables.
Understand trade-offs and risks with technical choices


-3 years experience in Data Center Change Management as a Change Analyst or Change

- Strong Written and Oral communication

- Excel skills (pivot table, conditional formatting, metrics reporting)

- Understanding of workflow and processes

- Experience in Service Now or CA Service Management (huge plus)


Strong Statistics background

Effective in MS Office Suite

Highly Efficient In MS Excel to Include Pivot table and Conditional formatting

Strong Oral Communication Skills

Strong written Communication Skills.

Business Objects Experience to include Building Reports


* Applications Support

* Info Gathering&Processing

* Service Infrastruct/Platforms

* Service Management Process

* Technical Communication

* Product/Solution Knowledge


* Adhering to Principles & Values

* Creating & Innovating

* Customer Focus

* Results Orientation

* Teamwork

* Communication

* Impact & Influence

* Leading Execution


Diploma / Certificate in Computer Science, Electronic Engineering or equivalent in-country qualification.

ITIL Foundation Certificate

SITA is an Equal Opportunity Employer M/F/Disability/Veteran. SITA does not discriminate based on age, race, color, creed, religion, national origin, sex, disability, marital status, age, Vietnam Era Veteran status, or any other characteristic protected by state or federal law.

SITA is committed to assuring equal employment opportunity and equal access to individuals with disabilities. SITA will provide reasonable accommodation to a qualified individual with a disability to enable such individual to perform the essential functions of the position for which he/she is applying or in which he/she is employed.

SITA's equal employment opportunity policy applies to all employment practices and actions, including, without limitation, recruitment, application process, examination and testing, hiring, training, disciplinary actions, rate of pay or other compensation, advancement, classification, transfer, reassignment and promotions.

Keywords: SITA, Atlanta, Specialist/Engineer Service Operations, Data Centre - Atlanta Cumberland, Engineering, Atlanta, Georgia

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