Overview
WELCOME TO SITA
We’re the force that keeps airports moving, airlines operating, and borders flowing. The world’s air travel industry thrives because of our tech and communication innovations.
You’ll find us at 95% of all international air travel destinations. We work closely with around 2,500 customers in transportation and governments, each with their own unique needs and pain points. Our mission is to find fresh ways and cutting-edge tech to make their operations run like clockwork. Wouldn’t you like to be a part of it all?
Ready to love your job? The journey starts here. With you, at SITA.
Empowered People: Reinventing Travel
About The Role & Team
The Knowledge Process Owner is responsible for developing, managing, and continuously improving the knowledge base and associated processes as part of our Service Management organization for SITA Aircraft Business Unit. This role ensures that knowledge resources and process frameworks enable efficient service delivery, organizational learning, and cross-functional collaboration, supporting overall business goals.
What You’ll Do
Knowledge Base Management:
- Oversee the structure, accuracy, and accessibility of the organization’s knowledge base.
- Collaborate with departments to document critical knowledge and ensure alignment with operational needs.
- Define and enforce governance policies for knowledge creation, review, and maintenance.
- Monitor and analyze knowledge base utilization and effectiveness metrics to identify opportunities for improvement.
- Implement tools and technologies to enhance knowledge management capabilities
Process Ownership
- Design, document, and maintain ITIL-aligned processes to support service management objectives.
- Define and monitor key process performance indicators (KPIs).
- Lead process improvement initiatives, identifying inefficiencies and implementing solutions.
- Ensure process documentation is current, comprehensive, and aligned with organizational standards.
- Drive root cause analysis for process-related issues, recommending corrective and preventive measures.
- Partner with cross-functional teams to promote adoption of knowledge management and process improvement practices.
- Provide training and guidance on knowledge and process tools, ensuring team members are equipped to succeed.
Qualifications
WHO YOU ARE:
- Bachelor’s degree in Business, Information Management, or related fields.
- 5+ years in knowledge management, process design, or a similar role.
- Hands-on experience with ITIL processes and tools such as ServiceNow
- Strong leadership, communication, and stakeholder management abilities.
- Expertise in process analysis, design, and documentation.
- Proficiency in knowledge management systems and methodologies.
- Fluency in both written and spoken English
- Exceptional organizational skills with keen attention to detail.
- Ability to collaborate effectively across teams.
- Proactive, innovative, and adaptable in a fast-paced environment.
- Committed to driving efficiency and enhancing the user experience.
What We Offer
We’re all about diversity. Operating in 200 countries, spanning 60 different languages and cultures, we pride ourselves on our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Explore the benefits of joining our team and take a step closer to your best life ever.
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Flex Week: Work from home up to 2 days/week (depending on your team’s needs)
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Flex Day: Make your workday suit your life and plans.
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Flex Location: Take up to 30 days a year to work from any location in the world.
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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.
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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.
