Senior Application Analyst/Application Analyst, Flight & Airport Operational Applications

KEY RESPONSIBILITIES

1. Business Engagement & Stakeholder Support

• Act as a supporting liaison between the Technology Division and Flight Operations, Airport Operations, and Ground Handling teams
• Engage with operational users to understand system usage, operational needs, and challenges
• Provide guidance on system usage and operational workflows
• Gather feedback on system performance and operational issues
• Support communication between operational users, technical teams, and vendors

1. Operational Process Support

• Support operational activities by ensuring applications are functioning as expected and are able to support real-time operational workflows
• Monitor system behaviour to ensure operational data and system transactions are processed reliably
• Assist in identifying operational gaps or inefficiencies related to system usage
• Support improvements to system usage and operational processes

1. Application Operations and Support

• Support and manage operational application systems within the domain
• Monitor system performance and availability affecting operational activities
• Assist in maintaining system configurations and operational settings
• Ensure systems remain accessible and usable for operational users
• Support routine operational activities required to maintain system availability

1. Flight & Airport Operational Systems Coverage

Coordinate and support applications that enable flight and airport operations including but not limited to

• Flight Operations Systems – supporting flight planning, crew operations, and operational coordination
• Airport Operations Systems – supporting check-in, boarding, and departure control processes
• Ground Operations Systems – supporting turnaround coordination, gate operations, and airport activities
• Operational Control and Monitoring Systems – supporting operational visibility and coordination across functions
• Ensure systems are stable, available, and capable of supporting real-time operational activities.

1. Business Requirements and Change Support

• Support the gathering and documentation of operational requirements
• Assist in translating operational needs into system-related changes or enhancements
• Participate in discussions and working sessions with stakeholders
• Ensure requirements are clearly captured and communicated

1. System Changes, Testing, and Implementation Support

• Support system testing activities including system testing, integration testing, and user acceptance testing
• Ensure operational scenarios are adequately reflected in test cases
• Track and follow up on issues identified during testing
• Support preparation of users for system changes
• Assist in rollout of system changes into production environments

1. Incident Investigation and Resolution

• Investigate incidents affecting operational systems and workflows
• Analyse system behaviour to identify potential causes of issues
• Coordinate with technical teams and vendors to resolve incidents
• Support prioritisation of issues based on operational impact
• Provide updates to stakeholders on issue status

1. Continuous Improvement and Operational Support

• Identify recurring issues and inefficiencies in system usage and operations
• Support initiatives to improve system performance and operational effectiveness
• Contribute to improvements in system usability and reliability
• Support enhancements to operational workflows through system improvements

1. Governance, Compliance, and Control

• Support adherence to operational policies, regulatory requirements, and internal standards
• Ensure system usage aligns with approved processes and controls
• Support documentation and audit requirements for operational systems
• Ensure proper handling of system changes and operational data

1. Vendor Coordination and Support

• Coordinate with vendors supporting operational systems
• Support issue resolution and follow-up with vendors
• Assist in ensuring vendor deliverables meet operational requirements
• Track vendor responses and ensure timely closure

1. Documentation and Knowledge Management

• Maintain documentation for system configurations, workflows, and operational procedures
• Ensure documentation is updated and reflects current system behaviour
• Support creation of user guides and reference materials
• Contribute to knowledge sharing within the team

1. Collaboration and Cross-Functional Coordination

• Collaborate with other application teams, integration teams, infrastructure teams, and cybersecurity teams
• Support coordination during system changes and incident investigations
• Support integration and implementation of new solutions from IT Strategy, Innovation & Emerging Tech teams, ensuring compatibility with operational systems and minimal disruption to flight and airport operations
• Participate in cross-functional initiatives involving operational systems
• Ensure system dependencies are properly understood and managed

Additional Expectations for Senior Application Analyst

• Handle more complex incidents and operational issues
• Support requirement coordination and stakeholder discussions
• Provide guidance to junior team members
• Take on deeper involvement in system ownership within the domain

KEY STAKEHOLDERS

Internal

• Flight Operations
• Airport Operations
• Ground Handling
• Operations Control / OCC
• Safety and Compliance
• IT Application Teams
• IT Infrastructure & Operations
• Cybersecurity
• Integration / Middleware Teams
• Project Management Office (PMO)

External

• Operational System Vendors
• Airport Authorities
• Ground Handling Service Providers
• Technology Partners
• Implementation and Support Vendors

KEY COMPETENCIES

Technical

• Understanding of operational systems supporting airline flight and airport operations
• Familiarity with system integrations and real-time data environments
• Understanding of system availability and operational reliability

Business

• Understanding of flight and airport operational processes
• Ability to support system alignment with operational requirements
• Ability to assess operational impact of system issues

Interpersonal

• Strong communication and stakeholder engagement skills
• Ability to work collaboratively across operational and technical teams
• Analytical and problem-solving capability

QUALIFICATIONS AND EXPERIENCE

Education

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, Aviation Management, Aviation Operations, or a related discipline

Experience – Application Analyst

• 1 to 3 years of relevant experience in enterprise applications or system support roles
• Exposure to operational systems or similar environments would be advantageous
• Experience supporting system issues and user requests
• Basic understanding of operational workflows and system usage

Experience – Senior Application Analyst

• 3 to 6 years of relevant experience in enterprise applications or operational system environments
• Experience supporting systems related to operational workflows or real-time environments
• Experience handling more complex incidents and supporting system enhancements
• Ability to engage stakeholders and support requirement discussions
• Experience working with vendors and cross-functional teams

KEY PERFORMANCE INDICATORS (KPIs)

• Timeliness and effectiveness of incident resolution
• Availability and reliability of supported systems
• Operational user satisfaction
• Accuracy and reliability of system support
• Contribution to system improvements and operational efficiency