Crew Compliance Specialist

Location: Waterloo

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* Job Description:

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* Summary:

* The Crew Compliance Specialist is responsible to design, support and oversee the implementation of product features that relate to Compliance of Crew Legality rules and regulations es include Civil Aviation Rules, Company Rules, and Union Rules where applicable. At this time, NAVBLUE’s N-OC (Ops & Crew) is the primary system that implements and tracks compliance to these rules in the NAVBLUE Product suite, but other products might be involved as well.

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* Main Responsibilities:

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* * The Crew Compliance Specialist (CCS) is part of the Customer Fulfillment team of NAVBLUE Portfolio. This team will manage the domain specific technical support for all NAVBLUE products that contain crew compliance features used by customers.
* * The CCS provides expertise and technical support on NAVBLUE Products, especially as it relates to Crew Legalities and Compliance. They will be the product expert to answer questions either from customers or from other NAVBLUE entities. The CCS should analyze customers feedback and product occurrences to provide leadership and direction to all development activities. The CCS prioritizes the bug fixes and needed enhancements in the Product and, depending on how the product is developed/maintained, follow-up progress with the relevant development teams and their support infrastructure (both employees and contractors).

* * The CCS provides operational expertise of the use of the product by our customers. They are responsible for ensuring the right level of verification and validation regarding operational use of the product. The CCS is also accountable for ensuring customer satisfaction following the 4 pillars :
* safety, security, quality and business.*
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* * Analysis, definition and implementation of various features such as credit calculations that will be used in Payroll. Although our products are not Payroll systems, the applications we manage are responsible for collecting and calculating the base information that will be sent to Payroll systems for downline use. The TPM has a responsibility to understand and manage these features and relationships to ensure the system is useable in an OCC, in tandem with common Payroll systems in the Aviation industry.

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* * Work with Customer Experience team to ensure the Level 3 support regarding product expertise and relying on the L3 support dev team when necessary.
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* * Ensure Customer satisfaction regarding the product is at the expected level.
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* * Define new Product releases content by prioritizing the bug fixes and needed enhancements
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* * Internal testing and use of Product to ensure Verification and Validation activities are at the right level. Run User Acceptance Tests at operational level when needed
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* * Support the deal management (RFP, RFI and other questions that relate to the product specific domain) and delivery teams (Customer onboarding) regarding product expertise.
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* * If needed, act as product owner responsible for occurrence management dealing with the 4 pillars:
* Safety, Security, Quality and Business impacts.*
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* * Ensure smooth and efficient communication with other internal and external stakeholders on the product.
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* * Support Customer Experience in maintaining and reviewing training materials and product documentation (release notes).
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* * Contribute to enhancements of processes and product materials, including but not limited to:
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* * Customer-Facing Documentation
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* * Freshdesk help files
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* * White papers
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* * Marketing Materials (as needed)
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* * Ability to analyze the impact of a change to existing implementations, FAR, EASA, CAA’s in general, and the cascading effect of those changes, on other aspects of an OCC, or business operations.
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* * Understanding of the overall airline crew operations, to ensure that we can analyze, define and implement various union and company rules.
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* * Participate in the process to oversee and audit customer systems to ensure compliance to requirements and ensure they are standard implementations.
* ** Qualified Experience/Skills/Training: *
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* Education:

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* * Successful completion of a Bachelors degree or diploma in computer science or…