Operations Product Support Specialist at FlightSafety International Inc in Fort Worth, Texas

Job Description:

Requisition 21243
Temporary Operations Product Support Specialist

FlightSafety International is seeking interested candidates for a Operations Product Support Specialist position either remote or located at the Operations Center. This position is responsible for establishing and maintaining our business operating systems as they relate to the Client Training Cycle as well as providing support to internal and external customers and clients.

Primary Responsibilities:
*Provide first level response to reported issues and questions on our business applications by responding to requests via Helpdesk/ServiceDesk, in person, telephone or by electronic contact in a timely manner, within the framework FlightSafety International's established standards and policies.
*Diagnose, troubleshoot, prioritize and distribute all reported problems and questions to the appropriate Operations functional group or Customer resource.
*Assist the Learning Centers with various tasks in our business applications and systems.
*Provide weekly updates to Manager, Operations Product Support, as needed.
*Troubleshoot issues in assigned applications/systems.
*Assist with providing system/application training for Teammates.
*Provide guidance, best practices, and direct learning centers to QMS processes, Ops memos, or any reports that will aid them in doing their jobs.
*Research guidelines/regulations to complete assigned Service Desk/Help Desk Tickets.
*Provide guidance/direction to the centers on how to accomplish various reservation scheduling anomalies.
*Demonstrate proficiency on our current business systems.
*Provide secondary support to other business unit applications/systems as needed
*Responsible for reviewing and updating various spreadsheets.

Daily Responsibilities:
*Maintain FlightSafety International's commitment to customer satisfaction while performing job duties.
*Interact within a cooperative environment through beneficial behavior, commitment to common goals, contribution to problem solving, communication of ideas and suggestions, and encouragement to other employees and departments.
*Accountable for the security of FlightSafety International materials, projects and business information regarding the methods and techniques used in the production and usage of FlightSafety International products.
*Accountable for the accuracy and completeness of assigned tasks.
*Able to adhere to a work schedule including prompt and regular attendance.
*Report, on a timely basis, any safety hazards observed in work area, equipment, and/or building to appropriate person(s) for correction.
*Participate in the Quality Management System (QMS) activities at assigned site and adhere to the processes related to accomplishing the site's QMS goals.
*Support FlightSafety International's, and its subsidiaries', commitment to ethical behavior by basing our priorities on lawful and ethical conduct as we deal with co-workers, customers, vendors and others in all of our operations. (See Sarbanes-Oxley Act of 2002)

Teamwork/Training - Internal & External Activities:
*Provide coaching and mentorship to employees at designated FlightSafety International locations on topics related to business applications and their use in the overall business processes.
*Interact with Teammates, Learning Center Personnel, IT Response Team members, Functional Response Team members, the internal and external Customers, and with outside vendors to support end-user requests.
*Demonstrate a superior knowledge and understanding of FlightSafety International's Client Training Cycle and ability to use the supporting business systems in performance of duties.
*Interact with applicable representatives of outside vendor(s) regarding any upgrades and/or changes that might be made in existing business systems, if assigned.
*Provide periodic support to Operations Support Teammates for various projects and deadlines.
*Support FlightSafety International's initiatives by testing, training, and new application support.

Documentation/Reports Activities:
*Document business processes and policies associated with business applications and their use in the overall business process and make reengineering and process/policy improvement recommendations.
*Document into the HelpDesk/ServiceDesk computer system all reported problems, questions or suggestions, in a clear and precise manner, to establish an \\"open ticket\\" for handling the situation.
*Adhere to the quality control process for HelpDesk/ServiceDesk system data and documentation integrity.

EDUCATION AND/OR EXPERIENCE:
*Associate's degree (A.A.) from a two-year college or technical school preferred, or three (3) years' related experience and/or training; or equivalent combination of education and experience; equivalency years' experience substitution must be in related field; plus:

Operations Product Support Specialist I:
*Minimum of three (3) years' work experience with FlightSafety International, and general knowledge of FlightSafety International's basic business structure.
*Minimum of (3) years' Customer Service experience providing direct application and/or IT system support, preferably troubleshooting for FlightSafety International's business operating systems (Orion, Enterprise Applications, SAP, OLR, etc.)Previous work experience environment will have been in a support position involving confidentially, organizational skills and time constraint pressures, required.
*Aviation background with a demonstrated knowledge of aviation regulations as it pertains to crewmember training preferred.
*Working knowledge of FlightSafety International's applications, business processes and operations, preferred.

OTHER SKILLS AND ABILITIES:
*Fluency in English, through both verbal and written communications; able to speak, understand, read and write.
*Excellent verbal and written communication skills.
*Excellent organizational skills.
*Ability to work unsupervised, as needed
*Ability to work effectively in a fast-paced environment
*Ability to adapt to changing schedules and high-pressure situations
*Ability to interact with various levels of management in a professional manner

EQUIPMENT KNOWLEDGE AND SKILLS:
*PC and/or compatible computer with printer
*Various office equipment: FAX, Copier, and Multi-line Telephone

SOFTWARE KNOWLEDGE AND SKILLS:
*SAP, or General knowledge of working with a large-scale
*Business accounting system similar to SAP
*ORION, FlightBag, OLR, MyFlightSafety, Logbook, and other Enterprise Applications
*General knowledge of the following software: MS Word, MS Excel, MS PowerPoint, and MS Outlook.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands and work environment described here are representative of those that must be met and/or encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee may be required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

The noise level in the work environment is usually moderate
FlightSafety is an Equal Opportunity Employer/Vet/Disabled..