Associate Service Operations Specialist (Application Support)/ Working Model: 24/7 Shifts Full Time NEW

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 79% of 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

as Associate Service Operation Specialist/ Customer Application Support Eng, you will perform all customer applications training implementation and support activities according to SITA standards and procedures or customer requirements as appropriate maximizing customer satisfaction by applying industry leading processes and procedures.

Reporting to the Manager Service Operations you will be a part of the SITA Global Services responsible for Customer Application Support service operation

What You Will Do

• Provide support to internal and external customers in line with departmental procedures and customer contracts or Service Level Agreements (SLAs).
• Act as a Single Point of Contact (SPOC) when required, coordinating application troubleshooting with customers and internal resolver groups while maintaining a high level of customer service.
• Ensure Service Management processes and procedures are clearly understood and consistently followed to the highest standards.
• Coordinate problem resolution with the appropriate resolver groups to ensure timely and effective issue handling.
• Achieve the shortest possible service restoration time in accordance with SLAs by initiating timely escalations to management or specialized resolver groups when needed.
• Adhere to installation guidelines, application documentation, and industry best practices to deliver high-quality service.
• Collaborate with customers to understand, document, and resolve moderately complex application-related issues.
• Conduct analysis, definition, documentation, and testing of application software changes and system enhancements.
• Support acceptance testing based on customer or third-party service provider acceptance criteria.
• Work closely with Senior or Lead Analysts and Software Development teams to identify root causes of application issues and provide effective workarounds or resolution details to customers.

Qualifications

WHO YOU ARE:

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field.
• 1-2 year of experience, ideally in a customer service or IT support role, preferably related to airline systems.
• Basic knowledge of system administration tasks on Windows Server or Linux environments.
• Familiarity with SQL, datasets, and stored procedures is an advantage.
• Understanding of basic system configuration and software installation (Microsoft or Linux platforms).
• Exposure to programming languages such as C# or .NET is a plus.
• Basic understanding of front-end technologies like JavaScript and HTML, with the ability to read and understand code.
• Awareness of software development principles and lifecycle is preferred.
• Familiarity with cloud platforms like Microsoft Azure or managed hosting environments is a bonus.
• Exposure to scripting languages (e.g., Python) is an advantage.
• Good communication skills and a willingness to engage professionally with team members and customers.
• Demonstrates analytical thinking and problem-solving skills.
• Team player with a collaborative mindset.
• Interest in DevOps tools and practices is a plus.
• Strong motivation to learn, innovate, and grow in a dynamic work environment.

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: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft’s Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

🙌 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.