Senior Analyst, IT End User Support Services

at  Air Canada

CONDITIONS OF EMPLOYMENT:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

LINGUISTIC REQUIREMENTS

Based on equal qualifications, preference will be given to bilingual candidates.

Qualifications

• A relevant University degree/technical certification, and/or relevant experience commensurate to the role.
• Minimum of 6 years of IT technology, operations experience in a large company, particularly within airport and or airline environments.
• Familiarity with common use airport systems such as ARINC SITA, RESA, AirIT, and Amadeus is preferred.
• ITIL4 Foundation Certification / Six Sigma Yellow Belt or similar credentials are beneficial.
• Solid technical knowledge in key IT domains, including data center, workplace services, and applications.
• Proficiency with Microsoft Operating Systems and the Office 365 suite of products.
• Ability to manage tasks effectively, meeting multiple deadlines with minimal supervision.
• Competence in translating business needs into IT specifications and articulating technical concepts clearly.
• Ability to thrive in high-pressure environments and navigate complex and rapidly changing conditions with resilience and adaptability.
• A customer-centric approach and strong teamwork capabilities.
• Good communication skills, capable of engaging with internal teams and external vendors.
• Experience working cross-functionally, fostering collaboration and support activities across multiple branches/teams.
• Self-motivated with the ability to motivate others.
• Additional technical skills, such as programming or infrastructure management, are a plus.
• Knowledge of Air Canada information technology platforms and applications preferred.
• Flexibility in working hours and willingness to travel to different between Air Canada’s offices locations as required.
• Eligibility to obtain necessary security clearances, such as the RAIC badge at Toronto Pearson International Airport

• Assist in ensuring the delivery of services, identifying and resolving issues to minimize business impact.
• Act as a liaison for service delivery issues, collaborating with suppliers and internal IT teams to facilitate resolutions.
• Work with Operations Center, Airport Operations, and IT Teams to collect information for service improvement.
• Establish and maintain business relationships with stakeholders, vendors, and internal teams.
• Monitor systems and manage incident resolution within responsible areas, providing support for escalated issues.
• Collaborate with service managers/owners and cross-functional teams to support system analysis and the gathering of business requirements.
• Assist end-users with escalations and guide them through appropriate channels for resolution.
• Support organizational standardization, adhering to defined organizational and operational processes for IT services delivery.
• Contribute to self-service initiatives and service catalog reviews to improve user experience and reduce service costs.
• Assist with IT-related tasks, including local installations and integration of hardware and applications as needed.
• Support end user feedback initiatives and action plan creation as needed.
• Stay updated with professional and technical standards by staying informed of the latest industry practices.

Qualifications

• A relevant University degree/technical certification, and/or relevant experience commensurate to the role.
• Minimum of 6 years of IT technology, operations experience in a large company, particularly within airport and or airline environments.
• Familiarity with common use airport systems such as ARINC SITA, RESA, AirIT, and Amadeus is preferred.
• ITIL4 Foundation Certification / Six Sigma Yellow Belt or similar credentials are beneficial.
• Solid technical knowledge in key IT domains, including data center, workplace services, and applications.
• Proficiency with Microsoft Operating Systems and the Office 365 suite of products.
• Ability to manage tasks effectively, meeting multiple deadlines with minimal supervision.
• Competence in translating business needs into IT specifications and articulating technical concepts clearly.
• Ability to thrive in high-pressure environments and navigate complex and rapidly changing conditions with resilience and adaptability.
• A customer-centric approach and strong teamwork capabilities.
• Good communication skills, capable of engaging with internal teams and external vendors.
• Experience working cross-functionally, fostering collaboration and support activities across multiple branches/teams.
• Self-motivated with the ability to motivate others.
• Additional technical skills, such as programming or infrastructure management, are a plus.
• Knowledge of Air Canada information technology platforms and applications preferred.
• Flexibility in working hours and willingness to travel to different between Air Canada’s offices locations as required.
• Eligibility to obtain necessary security clearances, such as the RAIC badge at Toronto Pearson International Airport.