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. ABOUT THE ROLE & TEAM As an Analyst Quality & Service Improvement, you will support SITA’s service improvement priorities by turning ITSM, quality, customer, and operational data into clear insights, reliable dashboards, and actionable improvement recommendations. This role sits at the intersection of reporting, data analysis, audit, and quality improvement. You will help define KPIs, improve data accuracy and consistency, conduct data-quality and ITSM reviews, and support corrective actions through to closure. Success in this role means creating trusted reporting, identifying trends and risks early, and enabling better decisions for service performance and continuous improvement. KEY RESPONSIBILITIES Analyse ITSM, quality, customer, and operational data. Develop Power BI and Excel reports and dashboards. Use Python and R to identify trends, risks, and anomalies. Monitor and improve data accuracy and consistency. Define KPIs, data sources, and reporting requirements. Conduct ITSM audits and data-quality reviews. Identify gaps and recommend improvement actions. Track audit findings and corrective actions to closure. Qualifications Experience 1–2 years of experience in data analysis, data quality, quality assurance, service improvement, IT service management, knowledge management. Experience developing reports, dashboards, and management insights using Power BI, Excel, or similar tools. Practical knowledge of ITIL practices and ITSM processes. Knowledge and Technical Skills Proficiency in Excel and Power BI for data analysis, reporting, and dashboard development. Working knowledge of Python and R for data cleaning, analysis, visualisation, and automation. Basic knowledge of HTML and Microsoft 365 tools, including SharePoint and Teams. Understanding of data analysis, data quality, statistical methods, and trend identification. Ability to identify inaccurate, incomplete, duplicated, or inconsistent data. Understanding of ITIL practices, ITSM operations, and continuous service improvement. Knowledge of AI, automation, networks, and application support is an advantage. Functional Skills Reporting and data analysis Data quality and assurance Audit and compliance management KPI and performance measurement Process and service improvement Root-cause and trend analysis Problem-solving and critical thinking Project and action management Stakeholder management Communication and presentation Teamwork, adaptability, and attention to detail Education and Qualifications University degree or diploma in Data Science, Data Analytics, Computer Science, Information Technology, Engineering, Business Analytics, Statistics, or a related discipline. Certification or training in Microsoft Power BI, Excel, Python, R, SQL, data analytics, or data visualisation is an advantage. ITIL certification Lean Six Sigma, Quality Management, or Service Management certification is an advantage. 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.