Job Description

Function
Customer Experience


Location
Waterloo, Ontario
Reference
Contract type
Permanent
Working time
Full-Time
We are currently looking for a Business Analyst (BA) to support the deployment of Navblue OCC products to our customers in the AMER region (North America and South America). This includes N-Ops & Crew (N-OC) and N-Crew Planning (N-PBS) products covering the following areas: network scheduling, operations control, crew planning, crew management, crew rostering, and crew pairing optimization.



This position is responsible for actively managing the technical activities required to enable the implementation of these products in the ecosystem of our new customers. With a solid base of product, industry knowledge and global regulatory compliance, the BA must be able to articulate product positioning/capabilities to both business and technical users, identify technical issues of assigned customers to ensure complete customer satisfaction, and execute the timely delivery of complex implementations.

Main Responsibilities:

Coordinate and execute delivery of implementations, including the gathering of all required information used in defining the customer product setup Perform system training for customers prior to go-live/system adoption, supporting the customers' existing methodology to provide adequate training Handle escalated customer support tickets as required Gain customer acceptance by explaining or demonstrating features and operational improvements: + Provide Training Webinars, Q&A, and Master Classes
+ Transition existing customers from legacy systems to current products and assist in the retirement of legacy products in cooperation with other key departments
+ Provide support to Production and Support teams as required
Perform on-site/remote Customer Health Checks to ensure proper use of the system and customer adoption of best practices Act as a customer advocate/representative and feed the Product organization with customer queries on advanced product functionality Support other Navblue Organizations with review and update of product materials, including but not limited to: Customer-Facing Documentation, Marketing Materials, FAQs, etc. Support other products as a BA when needed

Qualified Experience/Skills/Training:

Education:


Bachelor's Degree or equivalent training

Experience:


5 years of experience in the Aviation industry Preferred to have at least 3 years of experience in Commercial Flight Operations as a Crew Planner, Aircraft Dispatcher (certified) or Operations Controller Preferred to have 3 years of experience in a technical/analytical role related to aviation business systems

Knowledge, Skills, Demonstrated Capabilities & Competencies:


Must work effectively with others in a team environment as well as work independently with little supervision. High level of communication skills and effective interpersonal skills - essential when interacting with customers and other Navblue employees, adaptable to all levels of the organization. Strong time management and organizational skills. Must possess strong analytical/critical thinking skills. Comfortable in the dynamic atmosphere of a software organization Must possess superior product knowledge as it relates to the product suite Must be able to establish and maintain strong relationships.

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):


Must possess strong presentation skills and be able to communicate professionally in written English (responses to emails and RFPs, submitting reports, etc.)

Technical Systems Proficiency:


Demonstrated computer proficiency

Travel Required:


Must be able to travel internationally - up to 30% of the time

Perks:

Located in the heart of University of Waterloo's David Johnston Research + Technology Park, NAVBLUE is close to shops, restaurants, gyms, daycare, and many other amenities, and only 10 minutes away from Hwy 85. The modern design of our suite on the second floor of the Accelerator Centre draws its inspiration from airport terminals, and features bright, open workstations, rather than boxed-in cubicles. As part of our family, you will enjoy:


Being part of Airbus Network Flexible hours Hybrid working environment (3 days in office) Free parking Vacation Days (15 - 25) Professional Development Day Christmas shut down Summer core hours Strong work-life balance Casual dress code Competitive group benefits plan Strong focus on mental health support benefits 5 Sick Days 2 Personal Days RRSP matching program Life Insurance Employee stock ownership plan Maternity & Paternity benefits Referral program Rewards and Recognition program Training and Development Support Monthly Lunch and Learns Fitness & Wellness reimbursement An active social committee Organized Volunteer Events Game room, including a flight simulator! Lunch hour sporting activities (hockey, soccer, volleyball etc.) with a shower on site Active Inclusion & Diversity Committee And much more!

Not to mention, the aviation industry's ongoing digital transformation means we must continually innovate and rise to the many challenges faced by our geographically diverse customers. We are always looking for creative ways to improve our processes and technologies to be a leader in the highly competitive aviation market.

Selection and Hiring Commitment

We thank all applicants for applying. Only selected applicants will be contacted.



Navblue is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. Accommodations will be available on request for candidates throughout the entire recruitment and selection process.

About Us:

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions. You'll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world. You'll have the opportunity to support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.



You'll join a team with a focus on digital and collaborative innovation that is passionate and customer-focused. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.



Airbus and all subsidiaries, including NAVBLUE are proud to have been recognized as a Global Top Employer for 2025. Based on eight criteria: physical workplace, work atmosphere and social, health financial and family benefits, vacation and time off, employee communication, performance manager, training and skills development and community involvement. It was determined that we offer some of the most progressive and forward-thinking programs within the area. This achievement reflects our commitment to nurturing and empowering our people to reach their full potential. We're grateful to our people, whose dedication and collaboration make this possible.



NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission: lead aviation into the digital age.



NAVBLUE is based in Hersham (UK), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand), Malmo (Sweden), Gda?sk (Poland), and Bengaluru (India) with other offices all around the world.



The Future is Yours for the Taking: https://youtu.be/vdY6gYuceYY