Spécialiste en assistance informatique/IT Support Specialist

Montreal, QC
Permanent
Full-time

5 days ago

Overview:WELCOME TO SITAAt 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 & TEAMThe Associate Service Operations Specialist plays a vital role in strengthening SITA’s competitive position and enabling sustainable business growth by delivering high‑quality technical Service Operations to SITA customers.This role is responsible for executing Service Operations activities in strict alignment with SITA standards, procedures, and best practices, ensuring customers receive reliable, responsive, and first‑class technical support that consistently meets service expectations.By maintaining high levels of system and service availability, the Associate Service Operations Specialist ensures that SITA systems and products are correctly configured, monitored, and maintained to support uninterrupted operations and optimal performance.In addition, the role actively supports the Service Operations team by contributing to the continuous improvement of service delivery quality, providing hands‑on assistance in the implementation, refinement, and enhancement of operational processes and procedures. Through collaboration, attention to detail, and a strong customer focus, this role helps drive operational excellence across SITA’s service environment.Internal title for this position will be Associate Specialist Service OperationsWHAT YOU WILL DOOperational Support (Primary Scope)

Monitor, analyze, and resolve incidents across PAX (Passenger) applications (e.g., Self-Service Bag Drop, Touchpoints, CUPPS/Smart Path, EAM dashboards).
Perform structured troubleshooting following proper sequencing (logs → components → dependencies → integrations).
Execute standard operating procedures (SOPs), runbooks, and health checks.
Escalate issues appropriately with clear technical notes and diagnostic details.

Application Troubleshooting

Interpret application logs, hardware connectors, API flows, and backend telemetry to identify root causes.
Understand end‑to‑end application flow (UI → middleware → backend → hardware → external systems).
Work with SRE, Engineering, and Field Ops to support investigations and post-incident reviews.

Scripting & Automation

Write, maintain, and improve scripts (PowerShell, Python, Bash, or similar) to:

Automate repetitive operational tasks
Assist in log parsing, telemetry extraction, and data cleanup
Support deployment or configuration activities
Contribute to early-stage automation initiatives (self‑healing routines, proactive checks).

Continuous Improvement

Participate in problem management, identifying recurring issues.
To support SREs and Senior colleagues in document findings, create knowledge base articles, improve SOPs, and support adoption of best practices.
Support tool evaluations across endpoint monitoring, automation platforms, or observability solution

Qualifications:WHO YOU ARE

Minimum 1 - 3 years’ experience in application/system support domain. Must have dealt directly with external customers delivering to SLAs.
Bachelor’s degree in computer science, Electronic Engineering, or equivalent qualification.
ITIL Foundation v4 certification (or willingness to obtain)
Comfortable working in structured ITIL-based operational environments (Incidents, Problems, Changes).
Experience of working in the Airport / Airline industry is an added advantage.
Basic-to-intermediate scripting experience (PowerShell strongly preferred; Python is a plus).
Understanding of application logs, JSON/XML configuration files, and service workflows.
Familiarity with endpoint tools or monitoring platforms (TeamViewer DEX, Nexthink, ManageEngine, or similar).
Knowledge of OS fundamentals (Windows required; Linux optional but beneficial).

WHAT WE OFFERWe'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.

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