Job Description - Application Analyst (15503)
Location: Luton/Hybrid
Team: Airline Operations Technology manages, supports, and oversees change for a range of critical services used to run the airline. Our team is split into five areas: Schedule & Roster, Aircraft & Crew Management, Engineering Maintenance & Safety, Flight Operations, and Airport Operations. We work in close partnership with various suppliers and business teams across Europe.
This is an exciting opportunity to be part of a unique team managing operationally critical solutions in a fast-paced and engaging environment with exposure to all aspects of the business, IT services, and technologies.
JOB PURPOSE
To be responsible for day-to-day support to the core operational departments using detailed Airline Operations systems knowledge on the applications functionality, configuration, and architecture combined with business processes, whilst ensuring timely resolution of Priority 1 and 2 incidents and problems, which are required to support the needs of the business.
JOB ACCOUNTABILITIES
* Work with the IT Service Desk to ensure effective first-line support is provided for Airline Operations systems in accordance with support agreements.
* Actively manage second-line support and ensure incidents and change requests for Airline Operations systems are managed effectively.
* Ensure effective third-line support is provided through third-party providers for the Airline Operations systems in accordance with support agreements.
* Ensure effective communication with business users in relation to reported incidents and ongoing problems.
* Provide out-of-hours support for the resolution of priority 1 and 2 incidents on a rotation with the rest of the Application Management Team.
Problem, Change & Release Management
* Work with Technology Teams to resolve repeating incidents by ensuring adequate processes and documentation are in place for Application Management Team or if applications require fixes to agree updates into releases.
* Raise to Technology Teams to identify incident repeating patterns and ensure adequate processes and documentation are in place for Incident and Knowledge Management.
* Participate in high-priority changes, approved projects, major releases, and upgrades to ensure effective delivery in line with current procedures and effective prioritization and packaging of fixes into releases within agreed timescales.
Manage Configuration
* Maintain and manage the Airline Operations systems configuration settings and approved changes to ensure all configuration and setting changes are centrally controlled and documentation is updated.
* Assist with system testing for configuration changes and new releases to ensure appropriate UAT is completed and signed off before implementation into a live environment.
Manage Knowledge
* Maintain a repository of knowledge around the assigned systems for IT colleagues and business materials, including training collateral. Ensure all relevant IT processes, checklists, designs, and other relevant knowledge is comprehensive and maintained up-to-date.
Manage Risk, Security & Audits
* Identify any access or data amendment breaches or any breach of easyJet policies and ensure these are reported, with remedial actions taken to resolve/close issues.
* Translate complex business interactions into rigorous technical analysis and technical system solutions by working with systems vendors, escalating issues as appropriate, and ensuring alignment between suppliers and the strategic direction of systems in easyJet.
Support Users
* Provide third-line systems support for assigned systems. Coordinate support activity across the team to ensure satisfactory resolution of issues assigned to the team.
KEY SKILLS REQUIRED
* Knowledge of business solutions used within Core Airline Systems (Sabre: Slot & Schedule Manager, Amadeus: SkySym, ADOPT IBS, TOPS, AIMS, DISCO, HATS, ARINC Ops Centre, LIDO).
* Broad understanding of and ability to interpret operations data for airline systems.
* Experience and passion for delivering exceptional service to internal customers.
* Ability to build good relationships and working practices with suppliers.
* Methodical, logical, and flexible approach to any situation.
* Good analytical and problem-solving skills.
* Competence in the use of general Microsoft Office applications.
* Experience in implementing updates/upgrades on business systems.
* Knowledge of business processes and terminology that airlines must carry out to deliver, produce, and manage a flying program.
* Experience in second/third-line support.
* Understanding of Problem, Change & Release Management processes.
* Experience using ServiceNow, Confluence, and Jira.
* Basic qualification and understanding of ITIL practices.
Personal Attributes
* Ability to translate complex business interactions into rigorous technical analysis.
* Excellent interpersonal and communication skills.
* Clear and concise in delivering accurate outcomes.
* Decisive and analytical, with close attention to detail.
* Ability to work under pressure.
* Ability to work effectively and productively as part of a multi-disciplined team.
* Ability to learn bespoke systems.
What you’ll get in return:
* Competitive base salary.
* Up to 20% bonus.
* BAYE, SAYE & Performance share schemes.
* Flexible benefits package.
* Excellent staff travel benefits.
About easyJet: At easyJet, our aim is to make low-cost travel easy – connecting people to what they value using Europe’s best airline network, great value fares, and friendly service. It takes a real team effort to carry over 90 million passengers a year across 35 countries. Whether you’re working as part of our front-line operations or in our corporate functions, you’ll find people that are positive, inclusive, ready to take on a challenge, and that have your back. We call that our ‘Orange Spirit’, and we hope you’ll share that too.
Apply: Complete your application on our careers site. We encourage individuality, empower our people to seize the initiative, and never stop learning. We see people first and foremost for their performance and potential and are committed to building a diverse and inclusive organization that supports the needs of all. As such, we will make reasonable adjustments at interview through to employment for our candidates.
Business Area
Information Security
Primary Location
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