Business Systems Analyst

6 dni temu

Wrocław, Województwo dolnośląskie, Polska Ryanair Ltd. Pełny etat

Ryanair Labs are currently recruiting for Business Systems Analyst to join Europe's Largest Airline Group

This is a very exciting time to join Ryanair as we look to expand our operation to 800 aircraft and 300 million guests within the next 10 years.

Labs is a state-of-the-art digital & IT innovation hub creating Europe's Leading Travel Experience for our customers.

As Business Systems Analyst you will:

  1. Manage and prioritize incidents, service requests, and change requests through ticketing tools such as Zendesk, ServiceNow, or Jira, ensuring timely resolution within SLA and customer satisfaction.
  2. Investigate and troubleshoot reported issues using internal test systems, remote support tools, and technical analysis.
  3. Take full ownership of customer-reported issues, ensuring they are tracked, updated, and resolved efficiently.
  4. Collaborate with the Development Team and vendors to escalate and resolve software defects, manage change requests, and implement necessary fixes.
  5. Work closely with internal teams to enhance customer support, streamline issue resolution, and contribute to continuous product improvement.
  6. Assist in product testing to validate fixes, updates, and new features before deployment.
  7. Document resolutions and create user guides to facilitate knowledge transfer among colleagues and customers.
  8. Provide on-site support and training to customers when required, ensuring effective adoption of solutions.
  9. Support the Service Delivery Manager in establishing support workflows and building the Knowledge Base during and after changes Go-Live.
Requirements
  1. Strong customer service skills, with the ability to handle inquiries professionally and efficiently.
  2. Effective time management, capable of working under pressure, prioritizing tasks, and meeting deadlines while managing expectations both internally and with customers.
  3. Strong communication and interpersonal skills, with the ability to inform, persuade, and collaborate effectively.
  4. Proactive and analytical mindset, with a passion for problem-solving and a logical approach to decision-making.
  5. Medium working knowledge of IT systems and general troubleshooting skills.
  6. Curiosity and adaptability, with a drive to learn and acquire knowledge in unfamiliar areas.
  7. Ability to work both independently and as part of a team.
  8. Excellent listening, analytical, written, and verbal communication skills.
  9. Previous experience in a similar role.
  10. Experience with ticketing and collaboration tools.

Forms of employment:

  1. Contract of employment (permanent contract after trial period)
  2. Possible hybrid model after 6 months (2 days from home weekly)
  3. Option to participate in trainings and conferences.
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