It’s time to go places

Description

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:

• 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.
• Investigate and troubleshoot reported issues using internal test systems, remote support tools, and technical analysis.
• Take full ownership of customer-reported issues, ensuring they are tracked, updated, and resolved efficiently.
• Collaborate with the Development Team and vendors to escalate and resolve software defects, manage change requests, and implement necessary fixes.
• Work closely with internal teams to enhance customer support, streamline issue resolution, and contribute to continuous product improvement.
• Assist in product testing to validate fixes, updates, and new features before deployment.
• Document resolutions and create user guides to facilitate knowledge transfer among colleagues and customers.
• Provide on-site support and training to customers when required, ensuring effective adoption of solutions.
• Support the Service Delivery Manager in establishing support workflows and building the Knowledge Base during and after changes Go-Live.

Requirements

• Strong customer service skills, with the ability to handle inquiries professionally and efficiently.
• Effective time management, capable of working under pressure, prioritizing tasks, and meeting deadlines while managing expectations both internally and with customers.
• Strong communication and interpersonal skills, with the ability to inform, persuade, and collaborate effectively.
• Proactive and analytical mindset, with a passion for problem-solving and a logical approach to decision-making.
• Medium working knowledge of IT systems and general troubleshooting skills.
• Curiosity and adaptability, with a drive to learn and acquire knowledge in unfamiliar areas.
• Ability to work both independently and as part of a team.
• Excellent listening, analytical, written, and verbal communication skills.
• Previous experience in a similar role
• Experience with ticketing and collaboration tools

Benefits

Forms of employment

• Contract of employment (permanent contract after trial period)
• Possible hybrid model after 6 months (2 days from home weekly)
• Option to participate in trainings and conferences
• Staff travel benefits from day one
• Multisport card
• Private health care
• Group insurance scheme

Competencies