Our Senior Analyst Cabin Support is a key pillar in enabling our customers to maximize the use of our solutions that contribute to a connected and greener, more sustainable aviation through the enablement of flight optimization. 

Reporting to the Cabin Customer Service Manager, the Senior Analyst Cabin Support is the overall responsible for the support to our customers, execution of Standard Operating Procedures related to ITIL processes such as Incident Management, Event Management and Request Fulfillment. 

You will interact with the various functions within SITA FOR AIRCRAFT such as Customer Service, Engineering & Technology, and Operations as well as other colleagues across the company, located in 20+ countries (Canada, United-States, France, Switzerland, Germany, Singapore, United Arab Emirates, Spain...)

• Perform daily monitoring of all Cabin customer tickets to ensure timely resolution. 
• Deconflict and escalate urgent tickets to the appropriate engineering team for swift resolution. 
• Take action to address tickets lacking sufficient information through effective communication and clarification. 
• Monitor due dates for Service Request implementation to ensure timely completion. 
• Facilitate communication between internal teams to ensure Customer Service Team is informed about tickets impacting their customers. 
• Identify and prioritize service improvements based on internal business requirements and feedback. 
• Collaborate with key internal stakeholders to monitor and uphold service level agreements (SLAs) and maintain service standards. 
• Supervise the day-to-day delivery of IT services, ensuring adherence to established service levels. 
• Monitor service performance metrics and identify areas for improvement to enhance service quality and operational efficiency. 
• Coordinate with internal technical teams to promptly resolve service incidents and fulfil service requests. 

• Minimum of 2 years proven experience in telecommunications in large scale business. 
• Minimum of 2 years proven experience in a customer support role, preferably in a technical support or service desk environment. 
• Proven experience using Service Now IT service management tool.   
• Commitment to continuous learning and staying updated with industry trends and best practices. 
• Fluent in English - verbal and written communication skills. 
• Customer service orientation with the ability to communicate technical topics. 

• Strong time management and multitasking abilities to handle multiple customer inquiries simultaneously in a fast-paced environment. 
• Troubleshooting and problem-solving skills to diagnose and resolve technical issues effectively. 
• Strong documentation skills to accurately record customer interactions and resolutions. 
• Ability to work both independently and collaboratively in a team-oriented environment. 
• Adaptability, resilience, and a positive attitude towards handling challenging customer situations. 
• Be a team player.  

• High school diploma or equivalent with additional technical certifications or a degree in a related field is a plus. 
• Experience in Air Transport is a plus. 
• ITIL V4 Foundation certificate and experience working with ServiceNow is a plus. 

WHAT WE OFFER:   

SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer: 

🏡 Flex-week: Work from home up to 2 days/week (depending on your Team's needs). 

⌚ Flex-day: You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager. 

🌎 Flex-location: Benefit for 30 working days from anywhere around the world each year!  

🙌🏽 Competitive benefits according to the local market  

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