Description

Ryanair are currently recruiting for a 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. 

Ryanair Labs is the technology brand of Ryanair. Labs is a state of-the-art digital & IT innovation hub creating Europe's Leading Travel Experience for our customers. The Ryanair platform has over 1 billion visits per year. By joining Ryanair, you will develop cutting edge tech solutions inside Ryanair, transforming aviation for Pilots, Cabin Crew & Ground Ops, as well as driving the tech experience for our customers on Europe’s largest travel website!

Ryanair Labs has more than 600 employees across our offices in Dublin, Madrid, Poland, and Portugal. Our plan is to continue to grow our IT Labs Team so we are always on the lookout for the best talent. Apply today for more information.

The Role:

As a Business Systems Analyst within our OPS team, you will be part of a small second-line support group. You will oversee a set of applications, ensuring their smooth operation and handling Business-as-Usual (BAU) requests, such as incident resolution. Additionally, you will coordinate with vendors for the implementation of Requests for Change (RfCs) and system upgrades, as well as collaborate with our internal development team on minor enhancements. Larger or more complex changes are managed by a separated project team.

Responsibilities:

• 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

Essential:

• 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.

Nice to Have:

• Previous experience in a similar role, preferably in IT support or business analysis.
• Experience with ticketing and collaboration tools, such as JIRA and/or Confluence.
• ITIL Foundation certification or an understanding of IT service management principles.
• Familiarity with Zendesk and/or ServiceNow as an IT user.

Benefits

Forms of employment

• Contract of employment (permanent contract after trial period)
• Possible hybrid model (3 days from the office weekly)
• Option to participate in trainings and conferences
• Staff travel benefits from day one
• Multisport card
• Private health care
• Group insurance scheme

Other benefits:

• Possibility of taking part in trainings and certifications
• Great chance to meet your colleagues in other offices
• Annual events (i.e. St. Patrick’s Day 🍀)
• Regular social meetings 🍻
• Paid referral system
• New office building surrounded by great dinettes right in the city centre 🌆

Competencies