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Service Implementation Specialist
hace 3 meses
Service Implementation Specialist page is loaded Service Implementation Specialist Apply locations Bangkok Barcelona Barcelona (TC) Barcelona time type Full time posted on Posted Yesterday job requisition id R21562 Job Title
Service Implementation Specialist As Service Implementation specialist, you will manage Support service requests for Amadeus products and customers.
Implement activities from design & developing services, and planning & coordination until completion of implementation.
Key Accountabilities
Provide workload assessment from high level service proposals.
Identify detailed lists of specific tasks necessary to develop and deliver requested services.
Evaluate service feasibility and potential benefits.
Define and document service development framework including precise sizing, tasks, priority, resources, and delivery dates for all requested and approved services
Ensure service requests are updated & implemented in a timely manner.
Ensure that the support environment, tools & documentation are properly configured, and all data are updated prior to roll-out of new or adapted services.
Notify support organizations of all service additions and changes prior to roll-out.
Deliver and implement a new Service or Service Evolution
Analyse the project impact on existing services
Introduce CCM organization to project team and customer (when applicable)
Establish communication with all stakeholders Build a working relationship with product and/or project manager and development teams
Participate in kick-off meetings (walk-through)
Identify CCM teams and external teams involved in the project
Evaluate customer requirements (Incident Management Flow)
Design the recommended support flow according to the request and acquire approval
Build project plan using existing methodology
Design & develop troubleshooting guidelines
Define level of service for Global Expert Teams/Global Support Teams for new and existing products (training needs, tools, troubleshooting guide, scenarios)
Review existing knowledge solutions within Amadeus Service Hub related to projects to target audience.
Create and send roll-out notification to CCM teams
General Processes
Analyse GET/GST/Global support's Level of Service and support of current products.
Inform and discuss the incoming changes and impact to the responsible GET/GST/Global support team leaders & managers.
Evaluate existing tools, knowledge, and documentation, and liaise for new tools, training sessions, if needed.
Discuss and agree with product owner/product manager/account manager the support services needed.
Plan and implement internal escalation flows process.
Organize support handover sessions delivered by product experts to all CCM support sites (via video conference calls)
Update CRs/GOTs in a timely manner.
Meetings & Trainings
Organize monthly meetings with GET/GST/Global support representatives
Publish monthly meeting minutes
Coordinate coaching sessions delivered by product experts to CCM Global Support teams.
Deliver Amadeus Customer Service Point (ACSP) coaching sessions to new customers.
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation,age, beliefs, disability or any other characteristics protected by law.
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