Senior Lead Technical Analyst

Overview

WELCOME TO SITA

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

About The Role & Team

We are seeking a highly experienced Senior Lead Technical Analyst to drive the strategic evolution of our ServiceNow platform, with a particular focus on Customer Service Management (CSM) and Sales & Order Management (SOM) capabilities.

This role will play a critical part in building internal expertise across newly adopted ServiceNow modules, driving platform governance, shaping the roadmap, and ensuring successful business adoption across the organization. The successful candidate will act as a trusted advisor to business and technology stakeholders, translating business objectives into scalable ServiceNow solutions while championing innovation through AI-enabled capabilities.

The ideal candidate combines deep ServiceNow expertise with strong business process transformation experience and a proven ability to influence senior stakeholders, drive organizational change, and lead enterprise-wide initiatives.

Experience within telecommunications, technology, or global enterprise environments is highly desirable.

What You'll Do

Platform Strategy & Leadership

• Define and drive the strategic roadmap for ServiceNow CSM and SOM capabilities.
• Provide technical leadership and guidance across ServiceNow implementation and enhancement initiatives.
• Establish governance frameworks, standards, and best practices for platform development and administration.
• Partner with architects, business leaders, and product teams to ensure platform investments align with organizational objectives.
• Evaluate emerging ServiceNow capabilities and recommend opportunities for innovation and optimization.

ServiceNow CSM & SOM Transformation

• Lead the implementation, configuration, and continuous improvement of ServiceNow Customer Service Management (CSM) and Sales & Order Management (SOM).
• Design scalable business processes and operating models that maximize value from ServiceNow investments.
• Support business stakeholders through transformation initiatives, ensuring adoption of new ways of working.
• Identify process improvement opportunities and drive automation across customer-facing and order management workflows.
• Ensure alignment between business requirements and technical solution design.

AI & Innovation

• Lead assessment, evaluation, and implementation of AI-powered capabilities within the ServiceNow ecosystem.
• Identify opportunities to leverage AI for customer experience improvements, workflow automation, and operational efficiency.
• Contribute to AI governance, risk management, compliance, and adoption frameworks.
• Stay informed on industry trends, emerging technologies, and ServiceNow AI developments.

Stakeholder Engagement & Change Management

• Build strong relationships with executive stakeholders and business leaders.
• Facilitate workshops and strategy sessions to define future-state processes and platform capabilities.
• Lead organizational change initiatives associated with technology transformation.
• Influence stakeholders to secure buy-in and adoption of new solutions and operating models.
• Mentor and develop internal teams, helping build long-term ServiceNow expertise within the organization.

Governance & Continuous Improvement

• Define and maintain platform architecture principles and governance processes.
• Ensure alignment with enterprise architecture standards and technology strategy.
• Monitor platform performance and recommend enhancements to improve user experience and business outcomes.
• Support vendor management, licensing optimization, and strategic technology partnerships.
• Maintain architecture documentation, standards, and technical roadmaps.

Qualifications

ABOUT YOUR SKILLS

• • Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related discipline.
• Extensive experience working with the ServiceNow platform in enterprise environments.
• Demonstrated experience implementing and/or supporting ServiceNow Customer Service Management (CSM) and/or Sales & Order Management (SOM).
• Strong understanding of service management, customer operations, and order management processes.
• Proven experience leading large-scale digital transformation initiatives.
• Experience defining platform strategies, governance models, and architectural standards.
• Strong stakeholder management and executive communication skills.
• Ability to translate complex business requirements into technical solutions and roadmaps.
• Experience driving organizational change and business adoption of new technologies.
• Experience working in Agile delivery environments.

PREFERRED QUALIFICATIONS

• • ServiceNow Certified System Administrator (CSA).
• ServiceNow CSM Implementation Specialist certification.
• ServiceNow SOM implementation experience.
• ServiceNow Certified Application Developer (CAD).
• Experience with ServiceNow AI, GenAI, Predictive Intelligence, Virtual Agent, or similar capabilities.
• Telecommunications industry experience.
• Experience leading global or geographically distributed teams.
• Knowledge of enterprise architecture frameworks and governance practices.

Nice to Have

• ITSM and ITOM experience.
• Experience with telecom service delivery and customer operations.
• ServiceNow Integration Hub and Workflow Automation.
• Enterprise architecture and operating model design.
• Vendor management and contract negotiations.
• Data analytics, reporting, and KPI framework development.

What We Offer

We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

🏡 Flex Week: Work from home up to 2 days/week (depending on your team’s needs)

⏰ Flex Day: Make your workday suit your life and plans.

🌎 Flex Location: Take up to 30 days a year to work from any location in the world.

🌿Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health – a personalized platform that supports a range of wellbeing needs.

🚀Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!

🙌🏽 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.