SITA
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 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. PURPOSE The Associate Analyst – Finance Helpdesk is responsible for providing first-level support for finance-related queries and requests while ensuring efficient resolution within defined Service Level Agreements (SLAs). The role acts as a key interface between finance operations and internal/external stakeholders, ensuring accurate information handling, issue resolution, and adherence to financial policies and processes. The role also supports process improvement initiatives and ensures timely escalation of complex issues while maintaining a high standard of customer service. KEY RESPONSIBILITIES Act as the first point of contact for finance-related queries via helpdesk systems, email, or calls, ensuring timely acknowledgment and resolution within SLAs; Log, categorize, and track all incoming requests accurately in the ticketing system, maintaining complete and up-to-date records; Resolve routine finance queries related to invoices, payments, vendor/customer accounts, and expense claims; Coordinate with internal finance teams (AP, AR, GL) and external stakeholders to resolve queries efficiently; Escalate complex or high-risk issues to the appropriate teams or line manager in a timely manner; Monitor open tickets and follow up regularly to ensure closure within agreed timelines; Maintain strong customer focus by providing clear, accurate, and professional communication to stakeholders; Generate and review helpdesk performance reports, highlighting trends, recurring issues, and improvement opportunities; Ensure adherence to internal control guidelines, finance policies, and service delivery standards; Support internal and external audit requests by providing accurate and complete documentation related to helpdesk transactions; Identify process gaps and contribute to continuous improvement initiatives to enhance service delivery and efficiency; Assist in knowledge management by updating FAQs, SOPs, and helpdesk documentation for consistent query resolution. Qualifications EXPERIENCE - At least 2 years work experience in an accounting environment preferably within a medium size company; PROFESSION COMPETENCIES Attention to Detail Financial Acumen Info Gathering&Processing Quality Control Reporting CORE COMPETENCIES Adhering to Principles & Values Communication Creating & Innovating Customer Focus Impact & Influence Leading Execution Results Orientation Teamwork EDUCATION & QUALIFICATIONS - College education in Business studies or equivalent 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. Salary / Compensation Note Hidden (-999)