DIGITAL SYSTEM SUPPORT ANALYST

Why Join Us?

Impactful Work: Your expertise will directly contribute to the safety and efficiency of our operations.

Growth Opportunities: We support your professional development and offer opportunities for advancement.

Collaborative Environment: Work with a team of dedicated professionals who are passionate about aviation.

Job Summary

Under direction of the Manager, Digital Transformation, the Digital Services Support Analyst will be responsible developing solutions for our Customer Service IT group as well as providing customer support for both internal and external customer digital products and services.

Principal Duties/Responsibilities (essential Functions)

• Track, prioritize and process incoming customer requests for service access and support
• Identify, record, analyze and provide solutions to problems and incidents based on documented known errors
• Work with internal and external project teams to aid in the design, development, deployment and post-delivery support of customer service digital products and services
• Works closely with IT to ensure that during major service disruptions that affect our digital products, services to ensure the impact to users is minimized
• Escalates unresolved issues to the next level of support when appropriate
• Digital Product Release and Deployment
• Lead the efforts in the build, test and release of new or upgraded digital services and business systems
• Ensure there is a proper knowledge transfer to enable customers and users to optimize use of services that support their business activities
• Leads testing efforts for new systems and improvements
• Ensures that new or changed services and systems are capable of delivering the agreed utility and scope
• Communicates actionable items and required changes to IT development teams
• Affords assistance in the development of training documentation for internal staff and external system users
• Continual Improvement
• Works with Customer Service personnel to identify and understand product enhancement requests
• Manages organization’s expectations effectively
• Responsible for introducing new initiatives to end users
• Suggests areas for improvement in internal processes along with possible solutions
• Leads internal teams/task forces
• Advocate benefits of digital transformation to others to accelerate the adoption of being a digital enabler across the organization

Non-principal Duties/Responsibilities (non-essential Functions)

As assigned

Minimum Required Qualifications

• Bachelor’s degree in information technology or 3 years related work experience
• 2+ years of analyzing data to identify trends and manage data quality
• 2+ years of experience supporting customer-facing portals, or digital services in aerospace or regulated environment
• Prior involvement in digital product support or lifecycle management
• Working knowledge with Microsoft Power Apps (Power Automate, Power BI or CoPilot Studio)
• Must possess a strong sense of urgency and have the ability to independently manage development projects and customer support tasks simultaneously
• Highly self-motivated and independent
• Excellent communication / customer service skills
• Strong understanding of Microsoft 365 ecosystem (Teams, Outlook, Permissions, User Support)
• Ability to troubleshoot across multiple platforms and coordinate with internal IT teams when needed

Additional Desired Qualifications

• Understanding of basic aircraft systems and technical publications
• Proficiency with Power Automate and SharePoint Development
• Working knowledge of SAP (User level familiarity and navigation)
• Proficient with SAP and able to provide support/problem solving
• Experience with programming (Java / Python...etc.)
• Fluency in French

Compensation And Benefits

The compensation for this position typically falls between $82,000 and $95,000 per year. This position is not eligible for overtime. Note: the final compensation offered to a successful candidate will depend on several factors that may include but are not limited to the type and years of relevant experience, Falcon-specific experience, relevant education/certifications, geographic location, and shift.

Our total compensation package also offers comprehensive healthcare coverage (Medical/Prescription, Dental, Vision), HSA and FSA options, 401k Plan with Company Match, Life Insurance, Disability Benefits, Supplemental Insurance, Group Legal, Paid Time Off, Tuition Reimbursement, Employee Discounts and much more.