(Senior) Analyst, Service Management Center

ROLE DESCRIPTION SUMMARY

As an SMC Analyst, you will be at the operational core of the Betzdorf Service Management Centre. You are responsible for the technical oversight of SMC systems and operations, providing Level 2 support, and ensuring the team is equipped with the tools and training necessary to maintain service excellence.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Serve as the central point-of-contact for the design, specification, and implementation of SMC projects and monitoring tools.

• Implement and manage systems training programs; track and maintain positional certifications across the team.

• Provide Level 2 on-call support for DINO and AAC emergencies and anomalies related to operational systems and services.

• Provide on-call support for short-term shift planning in response to last-minute emergencies, such as sicknesses or urgent absences.

• Collaborate with external stakeholders to develop, enhance, and follow up on SMC tools and deliverables.

• Lead the evolution of Dataminer capabilities to meet SMC operational requirements and improve service delivery.

• Organize and deliver technical training sessions; manage certification schedules and keep training material up to date

• Maintain accurate and up-to-date service documentation and databases to support service implementation.

• Define and implement operational alarm templates in alignment with customer agreements and enforce Service Level Agreements (SLAs).

• Coordinate Change Requests and approvals for the Betzdorf campus, ensuring effective communication with ground operations, engineering, IT, and facilities teams.

COMPETENCIES

• Strong ability to work independently and take initiative.

• Self-motivated with a proactive mindset.

• Excellent attention to detail and organizational skills.

• Collaborative team player across departments and geographies.

• Effective written communication skills.

QUALIFICATIONS & EXPERIENCE

• In-depth knowledge of satellite communications infrastructure and telecommunications systems.

• Technical degree or equivalent professional experience.

• 5–7 years of experience in a similar technical operations role.

• Familiarity with SES technical department workflows and interdependencies.

• Experience with ServiceNow or similar service management platforms.

• French or German language skills are considered an asset.