DIGITAL SYSTEM SUPPORT ANALYST
Description:
Job Description
Soar With Us! Dassault Falcon Jet proudly provides competitive pay, quality benefits, and programs that support your career advancement and personal development. Our benefits are designed to support you and your family’s health and wellbeing, help you secure a strong financial future, and empower you to be successful in all aspects of your work and life. We are committed to finding the best, brightest, and most dedicated individuals in the aviation industry. Our employees are the key to our success. Soar with us!
Why Join Us?
Impactful Work: Your expertise will directly contribute to the safety and efficiency of our operations.
Growth Opportunities: We support your professional development and offer opportunities for advancement.
Collaborative Environment: Work with a team of dedicated professionals who are passionate about aviation.
Ready to soar with us?
Job Summary:
Under direction of the Manager, Digital Transformation, the Digital System Support Analyst will be responsible developing solutions for our Customer Service IT group as well as providing customer support for both internal and external customer digital products and services. The Digital System Support Analyst is a service-oriented, critical thinking individual who is passionate about reacting to customer feedback and providing actionable information to ensure IT and Customer Service are fully integrated on a continuous basis to increase business capability and value, reduce cost and risk, and foster innovation.
Principal Duties:
DIGITAL PRODUCTS SUPPORT
Track, prioritize and process incoming customer requests for service access and support
Identify, record, analyze and provide solutions to problems and incidents based on documented known errors
Work with internal and external project teams to aid in the design, development, deployment and post-delivery support of customer service digital products and services
Works closely with IT to ensure that during major service disruptions that affect our digital products, services to ensure the impact to users is minimized
Escalates unresolved issues to the next level of support when appropriate
DIGITAL PRODUCT RELEASE AND DEPLOYMENT
Lead the efforts in the build, test and release of new or upgraded digital services and business systems
Ensure there is a proper knowledge transfer to enable customers and users to optimize use of services that support their business activities
Leads testing efforts for new systems and improvements
Ensure that new or changed services and systems are capable of delivering the agreed utility and scope
Communicates actionable items and required changes to IT development teams
Assists in the development of training documentation for internal staff and external system users
CONTINUAL IMPROVEMENT
Works with Customer Service personnel to identify and understand product enhancement requests
Manages organization’s expectations effectively
Responsible for introducing new initiatives to end users
Suggests areas for improvement in internal processes along with possible solutions
Leads internal teams/task forces
Advocate benefits of digital transformation to others to accelerate the adoption of being a digital enabler across the organization
Non-Principal Duties:
Other duties may be assigned by management in order to meet department or business objectives on an as-needed basis.
Minimum Required Qualifications:
Bachelor’s degree in information technology or 3 years related work experience
2+ years of analyzing data to identify trends and manage data quality
2+ years of experience supporting customer-facing portals, or digital services in aerospace or regulated environment
Prior involvement in digital product support or lifecycle management
Working knowledge with Microsoft Power Apps (Power Automate, Power BI or CoPilot Studio)
Must possess a strong sense of urgency and have the ability to independently manage development projects and customer support tasks simultaneously
Highly self-motivated and independent
Excellent communication / customer service skills
Strong understanding of Microsoft 365 ecosystem (Teams, Outlook, Permissions, User Support)
Ability to troubleshoot across multiple platforms and coordinate with internal IT teams when needed
Additional Desired Qualifications:
Understanding of basic aircraft systems and technical publications
Proficiency with Power Automate and SharePoint Development
Working knowledge of SAP (User level familiarity and navigation)
Proficient with SAP and able to provide support/problem solving
Experience with programming (Java / Python...etc.)
Fluent in French
Working Conditions:
Office environment
Use of personal computers required
Minimal travel may be required
Compensation and Benefits
The compensation for this position typically falls between $70,000 and $75,000 per year. This position is not eligible for overtime. Note, the final compensation offered to a successful candidate will depend on several factors that may include but are not limited to the type and years of relevant experience, Falcon-specific experience, relevant education/certifications, geographic location, and shift.
Our total compensation package also offers comprehensive healthcare coverage (Medical/Prescription, Dental, Vision), HSA and FSA options, 401k Plan with Company Match, Life Insurance, Disability Benefits, Supplemental Insurance, Group Legal, Paid Time Off, Tuition Reimbursement, Employee Discounts and much more.
We are committed to finding the best, brightest and most dedicated individuals in the aviation industry. Our employees are the key to our success. Soar with us.
Full-time