About the role:

Qatar Airways are pleased to announce an incredibly exciting opportunity to join our Group Risk, Safety & Security (GRS&S) team as a Corporate Documentation Management System (CDMS) Analyst to be based in Doha, Qatar.

As a CDMS Analyst, you will responsible for handling of CDMS application administration, access and user controls, training and customer support tasks, in order to ensure and achieve seamless usage of the application across all Qatar Airways (QR) divisions, subsidiaries and affiliates. You will also be responsible for addressing user queries and application issues to enhance user experience, thereby ensuring productive use of the features offered by the CDMS platform and to derive optimal benefit for the Qatar Airways group.

Specific responsibilities for the role include:

• Responsible to provide end user Level 1 functional support for the CDMS application for: Document Authoring, Review and approval processes and queries, Web viewer Portal, Mobile Viewers – Windows, iPhone and iPads, Forms, Dashboard and Administrative tasks done by Departmental Administrators.
• Act as a Super Administrator of the CDMS application to perform all User and Access control administrative tasks, document distribution related tasks, editor administrative tasks for document authoring, review/approval and publishing and all other administrative tasks required for maintaining the application.
• Maintain the Issue Tracking Portal to log and track the service and support requests, as per the company defined SLA (Service Level Agreement).
• Respond to application queries from users via Phone, Email and Teams, and maintain a query log.
• Resolve all ITSR (IT Service Request) through service reporting tool such as SMAX (Open Text Service Management Tool for IT Service Management) as per the pre-defined SLA.
• Escalate applicable tasks to Level 2 support, i.e. CDMS Specialist, as per operational requirement.
• Coordinate with vendor for issue resolution, via weekly vendor meetings and vendor support portal.
• Assist CDMS Team in CDMS rollouts across QR Group to achieve successful implementation and maximum usage of the application.
• Assist CDMS Team in Training Coordination, setups and feedback, for a smooth delivery of trainings.
• Prepare minutes of meeting for stakeholder meetings to record the agreed processes, decisions and action items etc. with various entities

About you

The successful candidate will have the following skills and qualifications:

• Relevant College or University qualification with a minimum of 3 years of job-related experience.
• Experience (as part of Implementation team, Key user community or Support team) of any Enterprise Level Software Application (preferably Documentation Management System), either from IT or Business side.
• Work experience as Software Analyst /Functional Consultant /Support Analyst/Test Analyst or a similar role
• Experience in managing and influencing stakeholders and working closely with them to extract requirements, gather viewpoints and determine acceptable solutions.
• Experience in support or usage of Documentation Management System preferred.
• Basic knowledge of functioning, structure and architecture of Enterprise Level Software application and database.
• Knowledge in one or more of the following areas – user management, requirements documentation, software functional testing, application administration, user query handling, issue resolution and application support.
• Ability to confidently take decisions about the application usage when responding to the queries raised by the application users.
• Good Learnability – quickly grasp and understand features, concepts and application functionalities.
• Positive Attitude towards work environment, responsibilities and user interactions
• Should be diligent, attentive to details, methodical, disciplined, and highly self-organized and should be able to work with minimal supervision.
• Command over English language, both written and oral, to support and handle user communications.