Graduate/ Business Analyst

Overview

WELCOME TO SITA

SITA is the leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

Ready to redefine air travel? The journey starts here, with you at SITA.

About The Role & Team

Join our dynamic Service Management team within the Customer Service and Operations department at SITA FOR AIRCRAFT. As a Graduate Business Analyst, your primary purpose will be to support and help govern our service management processes based on the ITIL framework, as well as to contribute to the evolution of our ServiceNow platform. You will play a vital role in ensuring the seamless operation of our IT services, directly impacting the efficiency and effectiveness of our global operations. This position offers an exciting opportunity to work in a collaborative environment, interfacing with IT professionals and stakeholders from diverse backgrounds globally.

What You Will Do

• Collaborate with stakeholders to gather requirements and translate them into functional specifications for the enhancement of the ServiceNow platform.
• Assist in the configuration, customization, and testing of ITIL processes within the ServiceNow platform.
• Support in the analysis and optimization of existing ITIL processes to streamline operations and improve service delivery.
• Provide support and guidance to users on ITIL processes and ServiceNow functionality.
• Contribute to the development and maintenance of documentation or knowledge articles related to the service management processes, platform configurations, or user guides.
• Participate in project and initiatives planning and execution, ensuring alignment with business objectives and ITIL best practices.
• Stay updated on industry trends and best practices in IT Service Management, recommending improvements and innovations where applicable.
  
  
  

Qualifications

WHO YOU ARE:

• Prior experience working in a similar role within the IT Service Management domain, particularly in a global or multi-cultural environment, is highly desirable.
• Demonstrated experience in analyzing and improving processes, with a focus on driving efficiency and effectiveness.
• Experience in conducting stakeholder workshops, requirement gathering sessions, and delivering presentations to diverse audiences.
• Familiarity with data analysis and reporting to measure and track IT service performance metrics and KPIs.
• Understanding of ITIL principles and best practices
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.
• Proficiency in relevant software tools such as Microsoft Office suite and project management applications.
• Certification in ITIL Foundation, ServiceNow administration or other certifications preferred.
  
  
  

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 26 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.