Senior Product Specialist BIS

IATA•Montreal, QC

6d•Hybrid

About The Position

IATA’s Business Intelligence Services are the focal point and driving force for data management and global BI services for the aviation industry. In this role, reporting to the Senior Manager DDS Operations, the Specialist will be supporting the day-to-day administrative operations and delivery of the BIS team.

Requirements

University degree (Bachelor or Masters) in Computer Science, Engineering, Business Administration or equivalent degree;
3-5 years' experience in Business Intelligence operations function, preferably in a multicultural/commercial environment;
Familiar with common IT languages and popular BI tools;
Basic knowledge of technical solutions and data management;
Solid experiences in performing end-to-end operations tasks including both front-end interaction and back-office support activities related to the data exchange with air stakeholders;
Outstanding ability to work in a dynamic, multicultural, fast-paced and highly demanding environment while delivering on tight deadlines;
Excellent in setting priorities and working with a strong customer focus and a high level of drive and energy;
Ability to take initiative and strong sense of ownership of the tasks;
Proactive approach to problem solving;
Result-driven and curious;
Team player with a global mindset and sharing attitude;
Excellent communication skills in English (written and spoken) and presentation skills.

Responsibilities

Support contract implementation and data delivery to Direct Data Solution (DDS) clients as well as clients of DDS derivative products such as but not limited to AgentIS, MarketIS and GAP;
Respond to client queries and support the Customer Success team by providing Level 1, 2, and 3 delivery and operational support across products and services within the BIS portfolio;
Maintain BIS product support documents including SOPs, update client master tables and delivery records;
Responsible for monitoring of customer related analytics such as usage report, data validation, product performance, user access & satisfaction;
Assist in conducting webinars, product trainings for internal and external customers, including preparation of webtool manuals and training materials;
Participate in quality assurance activities: testing, identification of issues and bugs, incident logging and follow up on issue resolution;
Participate in product enhancement activities: develop product specifications/enhancement cases, testing and post-implementation support;
Support in developing and implementing key BIS initiatives such as: UI/UX product enhancements, project coordination, data analytics, and contract implementation;
Establish good working relationships with external partners and internal stakeholders.