Technical Analyst - SaaS Applications, Techno Functional

Overview

WELCOME TO SITA

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM

We are seeking a motivated and skilled Technical Analyst - SaaS Applications to join our team. This role focuses on administering, supporting, enhancing, and continuously improving enterprise SaaS applications. The successful candidate will ensure that business applications remain secure, reliable, and aligned with organisational objectives while supporting digital transformation initiatives and the adoption of new technologies

WHAT YOU'LL DO

• • SaaS Application Administration and Management

  You will support the implementation, administration, and ongoing management of enterprise SaaS applications, ensuring seamless integration with existing business systems. You will contribute to product roadmaps, platform enhancements, and continuous improvement initiatives while maintaining high levels of system performance and user satisfaction.

  • User Access and Configuration Management

  You will manage users, roles, permissions, workflows, business rules, and platform configurations, ensuring secure and efficient operation of business applications. You will administer access controls in line with company policies and compliance requirements.

  • Data Management and Integrations

  You will perform data uploads, extracts, validation, reconciliation, and support integrations between SaaS applications and enterprise platforms. You will ensure data accuracy, consistency, and seamless information flow across systems.

  • Production Support and Issue Resolution

  You will provide L2/L3 production support, troubleshooting application, workflow, data, integration, and access-related issues while ensuring incidents and service requests are resolved within agreed service levels.

  • Testing, Releases and Deployments

  You will support SIT, UAT, regression testing, releases, patches, upgrades, and deployments across Development, Test, and Production environments. You will assist in delivering enhancements and business requirements while maintaining application stability and quality.

  • Root Cause Analysis and Documentation

  You will perform root cause analysis for recurring issues and maintain technical and functional documentation, knowledge articles, support procedures, and operational runbooks.

  • Platform Governance and Continuous Improvement

  You will monitor platform health, identify optimisation opportunities, and recommend improvements to enhance efficiency, user experience, security, and operational effectiveness.

  • Strategic Support and Execution

  You will collaborate with business and technology stakeholders to support strategy development, identify process improvement opportunities, and help deliver initiatives that drive operational excellence and digital transformation.

  • Stakeholder Engagement and Communication

  You will act as a key point of contact for application-related initiatives, communicating progress, risks, and solutions to stakeholders. You will also support user training, adoption activities, and knowledge-sharing sessions.

  • Technical Expertise and Support

  You will troubleshoot and resolve technical issues across SaaS platforms and interfaces, maintain application documentation, and support integrations and automation initiatives to improve interoperability between systems.

  • Business Process Support

  You will support business processes enabled through SaaS applications, ensuring systems remain aligned with operational requirements, regulatory obligations, and organisational objectives.

  • Implementation of New Solutions and Digitalisation

  You will participate in the evaluation, implementation, and adoption of new SaaS solutions and digital capabilities. You will work with cross-functional teams to ensure successful deployment, change management, and continuous improvement.

  • Usage Analytics and Reporting

  You will analyse platform utilisation, user adoption, and consumption trends to identify optimisation opportunities. You will develop reports, dashboards, and recommendations that support informed business decisions and maximise value from SaaS investments.

Qualifications

ABOUT YOUR SKILLS

Education and Experience

• Bachelor's/Master’s degree in Information Systems, Computer Science, Business Technology, Data Science, Finance, or a related discipline.
• Minimum of 3 years' experience administering, supporting, or implementing enterprise SaaS applications.
• Experience managing cloud-based applications throughout their lifecycle, including implementation, support, upgrades, and optimisation.

SaaS Platforms Experience

Hands-on experience administering and supporting one or more enterprise SaaS platforms, including: SAP Fieldglass, Ivalua, and other enterprise SaaS applications.

Technical Skills

• Experience with user and access management, role-based security, workflow administration, and application configuration.
• Experience with system integrations, APIs, data imports/exports, and middleware platforms.
• Working knowledge of SQL for data analysis, reporting, validation, and troubleshooting.
• Familiarity with cloud-based integration technologies and enterprise application architecture.
• Experience supporting application releases, upgrades, testing cycles, and production environments.
• Knowledge of IT service management practices, incident management, problem management, and change management processes.

Methodologies and Tools

• Knowledge of Agile delivery methodologies and experience using Azure DevOps or similar tools for project and backlog management.
• Experience working within IT governance, security, audit, and compliance frameworks.

Soft Skills

• Strong communication and stakeholder management skills.
• Ability to lead discussions with both technical and non-technical audiences.
• Strong analytical and problem-solving capabilities.
• Self-motivated with the ability to manage multiple priorities and drive issues to resolution.
• Excellent documentation, presentation, and knowledge-sharing skills.
• Experience supporting digital transformation initiatives and driving continuous improvement.

Desirable

• Professional certifications relevant to SaaS platforms, cloud technologies, IT service management, or project delivery.
• Experience working within global, cross-functional environments.
• Exposure to automation, AI-enabled solutions, and data analytics platforms.

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: Level up your skills with our training platforms, including LinkedIn Learning!

🙌 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.