Analyst Service Transition

Overview:

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward—we're proud to be recognized as a Great Place to Work by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM

As a Senior Analyst Service Transition, you will play a key role in identifying and promoting opportunities for continuous improvement in operational and process performance. You will contribute to SITA's competitive advantage and business growth by delivering high-quality Asset and Configuration Management services in line with established standards and procedures.

This role focuses on maximizing customer satisfaction through the effective deployment and configuration of systems and products, ensuring they meet operational readiness. You will also participate in and coordinate the rollout of new operational support services or enhancements to existing services.

Additionally, you will provide essential configuration support for operations, managing CMDB topologies and overseeing the full lifecycle of assets and configuration items. This includes the accurate population and maintenance of operational data within the CMDB to support service delivery and assurance.

WHAT YOU'LL DO

• Provide support to internal and external customers in accordance with the terms of customer contracts and Service Level Agreements (SLAs).
• Ensure adherence to the highest working standards for all incidents and requests by providing guidance, support, and direct management.
• Ensure the shortest possible implementation times by initiating timely escalations to specialized resolver groups, both within and outside SITA, in line with customer contracts, SLAs, and monitoring requirements.
• Perform all Change and Project Management activities in accordance with SITA standards and procedures, maximizing customer satisfaction and ensuring timely internal deliverables.
• Responsible for the quality and completeness of Asset and Configuration Item data loaded into the Operations Databases.
• Ensure that a discovery process is periodically executed to capture an accurate, real-time snapshot of devices connected to the network. Compare this snapshot with the Operations Databases and take corrective actions as needed.
• Ensure all procured assets are correctly tagged and accounted for, working closely with Delivery (Rollout and Implementation) and Regional Operations teams for move, add, change, and delete (MACD) activities.

Qualifications:

ABOUT YOUR SKILLS

• Bachelor's degree in Business Management, Computer Science, or Electronic Engineering.
• ITIL Foundation certification is required.
• Project Management certification is an advantage.
• 0–3 years of combined experience in project analysis, planning and scheduling, data and quality management, and IT domains.
• 0–2 years of experience in customer service, preferably within a global organization or service provider environment, with exposure to IT Service Management (ITSM) processes and concepts.
• Strong understanding of ITSM best practices, particularly in Configuration Management and Asset Management.
• Proficiency in Microsoft Office applications.
• Advanced Excel skills and working knowledge of Microsoft Access are essential.
• Experience in coding and scripting with Python.

NICE-TO-HAVE

• Experience in the airport or airline industry, along with familiarity with ServiceNow, including the Field Service Management module.
• Six Sigma Lean certification

• Technical knowledge and hands-on experience in one or more of the following roles:

• CMDB Manager/Analyst

• IT Asset Manager

WHAT WE OFFER

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

Flex Week: Work from home up to 2 days/week (depending on your team's needs)

• Flex Day: Make your workday suit your life and plans.

Flex Location: Take up to 30 days a year to work from any location in the world.

Employee Wellbeing: We've got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health – a personalized platform that supports a range of wellbeing needs.

Professional Development: Level up your skills with our training platforms, including LinkedIn Learning

Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.