Associate Specialist Service Operations

Overview
WELCOME TO SITA

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
Our ServiceDesk in Montreal is a key pillar in enabling our customer to maximize the use of our solutions that contribute to a greener, more sustainable aviation through the enablement of flight and air traffic optimization.

Reporting to the Regional Manager of the ServiceDesk, the Associate Specialist Service Operations is overall responsible for the execution of Standard Operating Procedures related to ITIL Processes such as Incident Management and Request Fulfillment.

You will interact with the various functions within SITA FOR AIRCRAFT such as Engineering & Technology, Customer Service, 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...).

What You Will Do

• Execute Standard Operating Procedures related to the management of incidents and requests. Emphasis will be placed on the management of standard/documented incident management such as those related to our global VHF network or basic requests.
• Maintain accurate logs, incident reports and provide comprehensive updates to stakeholders.
• Document all actions in accordance with standard company policies and procedures.
• Collaborate with vendors and service providers, such as Field Representatives, to address incidents, ensuring effective communication and prompt resolution.
• Use various tools to monitor, remediate and manage any ticket assigned.

Qualifications
WHO YOU ARE

• Proven experience in telecommunications in large scale
• Proven experience in a customer service role, preferably in a technical support or service desk environment.
• 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.
• Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.
• 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.

Preferred

• 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.
• Troubleshooting and problem-solving skills to diagnose and resolve technical issues effectively.
• ITIL V4 Foundation certificate and experience working with ServiceNow is a plus.

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.