Description
Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
The Specialist, IT End User Support Services, based in the USA, will serve as a key liaison between the business stakeholders and IT vendors, ensuring the effective delivery of IT support services for Air Canadas airport locations and its associated offices across the United States. Reporting to the IT Hub Support Manager, the Specialist will be responsible for overseeing vendor performance, managing relationships, ensuring alignment between business needs and IT solutions, and ensuring a high level of end user satisfaction.
Responsibilities:
- Lead efforts to ensure the seamless delivery of services, proactively identifying and resolving issues to minimize business impact.
- Act as the principal liaison for severe service delivery issues, orchestrating collaborative efforts with suppliers and internal IT teams for timely resolution.
- Work closely with Operations Center, Airport Operations, and IT Teams to collect and leverage information for improving service delivery and operational performance.
- Build and maintain effective business relationships with stakeholders, vendors, and internal teams.
- Monitor critical systems and manage resolution of incidents within responsible areas, serving as the point of contact for level 3 support and escalations.
- Collaborate with service managers/owners and cross-functional teams to support requirements gathering, system analysis, and business requirements definition.
- Assist end-users with escalations and guide them through appropriate channels for resolution.
- Advocate for standardization across the organization, adhering to defined organizational and operational processes for IT services delivery.
- Promote self-service initiatives and review service catalog to enhance user experience and reduce service costs.
- Support supplementary IT tasks, oversee new local IT installations, and integrate hardware and applications.
- Act as the "voice of the customer," collaborating on end user surveys and creating action plans as needed.
- Ensure adherence to professional and technical standards by staying updated with latest practices.
Qualifications
- A relevant University degree/technical certification, and/or relevant experience commensurate to the role.
- Minimum of 9 years of IT technology, operations experience in a large company, particularly within airport environments.
- Experience in common use airport environments with knowledge of ARINC SITA, RESA, AirIT, and Amadeus airport system vendors preferred.
- ITIL Certification (i.e. Practitioner or intermediate level).
- Strong knowledge across all areas of IT, including data center, workplace, and applications.
- Strong technical knowledge of Microsoft Operating Systems and 0365 suite of products.
- Ability to effectively prioritize and meet multiple tight deadlines while working under minimum supervision.
- Ability to translate business requirements into IT specifications and communicate technical terms effectively.
- Proven ability to thrive in high-pressure environments and navigate complex and rapidly changing conditions with resilience and adaptability.
- Demonstrated customer focus and teamwork skills.
- Good communications skills are required, with the ability to interface both internally within the company, and with Third Party Vendors.
- Proven ability to work cross functional, inspire cooperation and coordinate activities across multiple branches/teams.
- Self-motivated and autonomous worker, capable of motivating others.
- Additional technological background (e.g., programming, infrastructure management) considered an asset.
- Knowledge of Air Canada information technology platforms and applications preferred.
- Flexibility and willingness to work extended hours and ability to travel to Airport locations as required.
- Must be able to obtain Security Identification Display Area/SIDA badge with US CBP Seal at Air Canada’s major USA airports.
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.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
