Senior Product Specialist BIS

About the team you are joining IATA’s Business Intelligence Services are the focal point and driving force for data management and global BI services for the aviation industry. In this role, reporting to the Senior Manager DDS Operations, the Specialist will be supporting the day-to-day administrative operations and delivery of the BIS team. What your day would be like Support contract implementation and data delivery to Direct Data Solution (DDS) clients as well as clients of DDS derivative products such as but not limited to AgentIS, MarketIS and GAP; Respond to client queries and support the Customer Success team by providing Level 1, 2, and 3 delivery and operational support across products and services within the BIS portfolio; Maintain BIS product support documents including SOPs, update client master tables and delivery records; Responsible for monitoring of customer related analytics such as usage report, data validation, product performance, user access satisfaction; Assist in conducting webinars, product trainings for internal and external customers, including preparation of webtool manuals and training materials; Participate in quality assurance activities: testing, identification of issues and bugs, incident logging and follow up on issue resolution; Participate in product enhancement activities: develop product specifications/enhancement cases, testing and post-implementation support; Support in developing and implementing key BIS initiatives such as: UI/UX product enhancements, project coordination, data analytics, and contract implementation; Establish good working relationships with external partners and internal stakeholders.