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Analyst, Service Management Center

Requisition Number:  15914
Contract Type:  Permanent
Location(s): 

Betzdorf, LU

ROLE DESCRIPTION SUMMARY

 

As a Service Assurance Systems & Training Analyst, you will be responsible for technical oversight of the Betzdorf Service Management Center (SMC) operations and systems, as well as providing intervention support and overseeing training.

  • Central point-of-contact concerning the design, specification, and implementation of SMC projects and monitoring tools
  • Implements systems training and tracks positional certifications
  • Level 2 on-call support for MNOC operational systems
  • Stand-by for last-minute shift emergencies, sicknesses, etc.
  • Willingness to transition to a future 24/7 shift position

Extended Job Description:

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

 

  • Proactively work with external stakeholders to ensure creation, follow-up or enhancement of SMC tools; collaborate with stakeholders to provide ops teams with complete deliverables
  • Lead in evolution of Dataminer capabilities to ensure SMC requirements are met and service delivery is enhanced
  • Organize and perform systems trainings for team members to ensure understanding and ease of use; track and schedule certification training for various roles
  • Maintains services documentation and database; ensures all are up-to-date, accurate and delivered with service implementation
  • Defines and implements SMC operational alarm templates for all incoming and ongoing customer agreements; ensuring Service Level Agreements are always enforced
  • Perform Level 2 systems interventions and support to SMC shift teams, also serving as 24/7 support in cases of emergencies and anomalies
  • Support the scheduling and organizing of Change Requests and approvals for the Betzdorf campus, working alongside local ground operations, engineering, facilities management, and IT teams, among others, to ensure customer notifications and stakeholders are well-informed and prepared for service-affecting maintenance activities

 

COMPETENCIES

 

  • Strong ability to work independently and without supervision
  • Self-motivated
  • Keen attention to detail and organizational skills
  • Excellent collaborator, both among departments and various geographical locations

 

QUALIFICATIONS & EXPERIENCE

 

  • Deep knowledge of satellite communications infrastructures and telecommunications systems
  • Technical degree or equivalent work experience
  • Five to seven years experience in a similar role
  • Experience working with ServiceNOW system

 

OTHER KEY REQUIREMENTS / COMMENTS

  • Strong level of English, both written and spoken
  • French, German, Spanish, or Portuguese language skills are an asset

 

WHAT’S IN IT FOR YOU: 

 

  • Flexible working policy 
  • Bonus and equity plans 
  • Comprehensive and competitive benefits plans 
  • Access to Microsoft Azure training suite 
  • A range of wellness activities and employee assistance programmes (varies by location) 
  • An employer that values all aspects of Diversity and respects every individual’s story 

 

GOOD TO KNOW: 

 

SES is an Equal Opportunity employer, committed to workplace diversity & inclusion. We do not discriminate on the basis on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or other characteristic protected by local, state, or federal law. 

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