Service Desk Analyst ensuring efficient technical support delivery at Ki's agile team. Log and resolve service requests while focusing on user satisfaction and team collaboration.
About the role
- Analista de Gente e Cultura III position focused on training development in aviation at GOL Linhas Aéreas. Collaborating on compliance, instructional design, and regulatory adherence.
Responsibilities
- Support the Area Specialist in developing Training Programs, creating and updating instructional materials, and liaising with GOL business areas and aeronautical authorities, regulatory bodies, audits and inspections;
- Support leadership in managing training programs, the continuous improvement program, and educational projects.
- Develop, structure and update training content, supporting the Training Specialist in the design and implementation of Training Programs and learning solutions required by national and international regulatory authorities;
- Ensure that trainings comply with legal, normative and regulatory requirements and are properly approved by the competent authorities, contributing to certification, recertification and license maintenance processes — always with a focus on operational safety, risk mitigation and operational excellence.
- Support the Specialist in updating, reviewing and publishing the Training Programs for their area in accordance with applicable legislation, standards and requirements in Brazil and in the countries where GOL operates;
- Develop content, reaction and learning assessments, manuals, videos and other instructional materials for training, validated by the Area Specialist;
- Monitor that the content of Regulatory Trainings in their area complies with applicable requirements;
- Develop, together with the Subject Specialist, the policies and procedures to standardize and ensure compliance of training processes in their area;
- Perform internal validation of regulatory documents for their area with business areas/academy and external validation with regulatory bodies, supporting the Subject Specialist;
- Organize the evidence and materials necessary to respond to audits and inspections together with QCs and Specialists related to the training programs in their area;
- Oversee the execution of Corrective Action Plans related to internal and external training audits in their area;
- Conduct observations and support the development of improvement actions for trainings within the Continuous Improvement Program guidelines, together with and/or representing the Subject Specialist;
- Execute activities related to the implementation of Safety Objectives and performance indicators (SPIs/SPTs) assigned to their area;
- Monitor and support the technical and regulatory analysis of requests from the annual Training Needs Survey (LNT), ensuring adherence to current regulations, verification of the actual mandatory nature of trainings and consistent, optimized use of training resources.
Requirements
- Bachelor's degree completed (diploma or degree conferral);
- Experience working in customer service at airports and on the ramp;
- Intermediate Microsoft Office skills;
- Intermediate to advanced English.
- Instructional Designer certification;
- Advanced PowerPoint skills;
- Experience training airport employees.
Benefits
- Health insurance;
- Dental plan;
- Group life insurance;
- Meal allowance (vale-refeição);
- Food allowance (vale-alimentação);
- Transportation allowance (vale-transporte);
- Gympass or Totalpass;
- Partnership club with hundreds of partner companies;
- Day off for your birthday;
- Profit-sharing (PLR).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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