Lead Analyst, Problem Management

• Identify, log, and categorize problems based on incident data from the service management of application infrastructure that supports B2B external customers

• Conduct thorough root cause analysis to determine underlying issues.

• Develop and implement problem management processes and procedures.

• Engage and collaborate with cross-functional teams to resolve problems and prevent recurrence.

• Monitor and report on problem management metrics and KPIs.

• Maintain a documented and up-to-date known error database to ensure that all identified issues, their root causes, and solutions are clearly recorded and easily accessible.

• Communicate effectively with stakeholders regarding problem status and resolution plans.
• Drive continuous improvement initiatives to enhance problem management practices.

• Bachelor’s degree in information technology, Computer Science, or a related field.

• Proven experience in problem management or a similar role within a complex IT/ Service Management environment.

• Strong analytical and problem-solving skills.

• Proficiency in using ServiceNow.

• Familiarity with ITIL framework and best practices.

• Excellent communication and interpersonal skills.

• Ability to engage and influence stakeholders effectively.

• Ability to work effectively under pressure and manage multiple priorities.

• Skilled in leading technical discussions and briefings for both technical and non-technical audiences.

• Fluency in spoken and written English.

• Airline Operations and Product & Service knowledge around aircraft communication services environment is a plus.

• ITIL Certification

• This position requires you to work during normal business hours but requires flexibility during critical times.

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 have 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.