{"id":2633196,"url":"https://alion.io/job/sita-senior-lead-technical-analyst","title":"Senior Lead Technical Analyst","company":{"id":94825,"name":"SITA","domain":"sita.aero","url":"https://alion.io/company/sitaonline","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jibe","truth_index":{"grade":"B","score":77,"open_postings":36,"ghost_share":0,"stale_share":0.917,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Analytics","role_family":"Analytics","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Delhi, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16500,"max_usd":37000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":587},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false},{"name":"Agile","optional":true},{"name":"ITSM","optional":true}],"status":"closed","first_seen_at":"2026-10-01T12:47:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-19T19:40:21Z","board_verified":false,"closed_at":"2026-10-19T19:40:21Z","days_open":18,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":18},"description":"OverviewWELCOME TOSITA\nWe'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.\nYou'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?\nAre you ready to love your job? The adventure begins right here, with you, at SITA.\nABOUT THE ROLE & TEAM:\nWe 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.\nThis 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.\nThe 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.\nExperience within telecommunications, technology, or global enterprise environments is highly desirable.\nWHAT YOU'LL DO\nPlatform Strategy & Leadership\nDefine and drive the strategic roadmap for ServiceNow CSM and SOM capabilities.\nProvide technical leadership and guidance across ServiceNow implementation and enhancement initiatives.\nEstablish governance frameworks, standards, and best practices for platform development and administration.\nPartner with architects, business leaders, and product teams to ensure platform investments align with organizational objectives.\nEvaluate emerging ServiceNow capabilities and recommend opportunities for innovation and optimization.\nServiceNow CSM & SOM Transformation\nLead the implementation, configuration, and continuous improvement of ServiceNow Customer Service Management (CSM) and Sales & Order Management (SOM).\nDesign scalable business processes and operating models that maximize value from ServiceNow investments.\nSupport business stakeholders through transformation initiatives, ensuring adoption of new ways of working.\nIdentify process improvement opportunities and drive automation across customer-facing and order management workflows.\nEnsure alignment between business requirements and technical solution design.\nAI & Innovation\nLead assessment, evaluation, and implementation of AI-powered capabilities within the ServiceNow ecosystem.\nIdentify opportunities to leverage AI for customer experience improvements, workflow automation, and operational efficiency.\nContribute to AI governance, risk management, compliance, and adoption frameworks.\nStay informed on industry trends, emerging technologies, and ServiceNow AI developments.\nStakeholder Engagement & Change Management\nBuild strong relationships with executive stakeholders and business leaders.\nFacilitate workshops and strategy sessions to define future-state processes and platform capabilities.\nLead organizational change initiatives associated with technology transformation.\nInfluence stakeholders to secure buy-in and adoption of new solutions and operating models.\nMentor and develop internal teams, helping build long-term ServiceNow expertise within the organization.\nGovernance & Continuous Improvement\nDefine and maintain platform architecture principles and governance processes.\nEnsure alignment with enterprise architecture standards and technology strategy.\nMonitor platform performance and recommend enhancements to improve user experience and business outcomes.\nSupport vendor management, licensing optimization, and strategic technology partnerships.\nMaintain architecture documentation, standards, and technical roadmaps.\nQualifications\nABOUT YOUR SKILLS\nBachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related discipline.\nExtensive experience working with the ServiceNow platform in enterprise environments.\nDemonstrated experience implementing and/or supporting ServiceNow Customer Service Management (CSM) and/or Sales & Order Management (SOM).\nStrong understanding of service management, customer operations, and order management processes.\nProven experience leading large-scale digital transformation initiatives.\nExperience defining platform strategies, governance models, and architectural standards.\nStrong stakeholder management and executive communication skills.\nAbility to translate complex business requirements into technical solutions and roadmaps.\nExperience driving organizational change and business adoption of new technologies.\nExperience working in Agile delivery environments.\nPREFERRED QUALIFICATIONS\n\nServiceNow Certified System Administrator (CSA).\nServiceNow CSM Implementation Specialist certification.\nServiceNow SOM implementation experience.\nServiceNow Certified Application Developer (CAD).\nExperience with ServiceNow AI, GenAI, Predictive Intelligence, Virtual Agent, or similar capabilities.\nTelecommunications industry experience.\nExperience leading global or geographically distributed teams.\nKnowledge of enterprise architecture frameworks and governance practices.\nNice to Have\nITSM and ITOM experience.\nExperience with telecom service delivery and customer operations.\nServiceNow Integration Hub and Workflow Automation.\nEnterprise architecture and operating model design.\nVendor management and contract negotiations.\nData analytics, reporting, and KPI framework development.\n\nWHAT WE OFFER\nWe’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.\n Flex Week: Work from home up to 2 days/week (depending on your team’s needs)\nFlex Day: Make your workday suit your life and plans.\nFlex Location: Take up to 30 days a year to work from any location in the world.\nEmployee 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.\nProfessional Development: Level up your skills with our training platforms, including LinkedIn Learning!\nCompetitive Benefits: Competitive benefits that make sense with both your local market and employment status.\nSITA 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.","description_format":"text","description_chars":7240,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Professional development"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial Aviation"],"lifecycle":[{"event":"open","at":"2026-10-15T16:47:32Z"},{"event":"close","at":"2026-10-19T19:40:21Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/sita-senior-lead-technical-analyst","json_url":"https://alion.io/job/sita-senior-lead-technical-analyst.json","meta":{"generated_at":"2026-10-24T12:36:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18154,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":94825},"rest":"https://alion.io/mcp/rest/get_company?id=94825"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsita-senior-lead-technical-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsita-senior-lead-technical-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsita-senior-lead-technical-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sita-senior-lead-technical-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsita-senior-lead-technical-analyst"}]}