Business Systems Controller

Job Purpose

At Emirates, our retail and contact centres operate globally! Our international teams play a crucial role in representing our brand, and providing our customers with up-to-date information regarding our range of products and services. Working with our team means that you serve as a primary means of communication and are often a first point of contact for our valued customers!

As Business System Controller
, you will be responsible for supporting all Commercial business areas by participating in requirement analysis and gathering sessions with IT, assisting in creating business requirements, reviewing statements of work (SOWs), and conducting the final testing of the system and linked systems before roll‑out.

• Use operational and application expertise to recommend initiatives where Emirates IT could add value to Commercial functions, processes, and/or applications. Present such initiatives to obtain decision approval from Commercial.
• Collate, analyse and define functional and non‑functional requirements for assigned projects and enhancements. Identify and evaluate conflicting requirements and suggest practical solutions to achieve customer targets.
• Provide assistance to the Project Manager and project team on application support, impact analysis, functional requirement documentation, and user acceptance testing.
• Define, coordinate and create test cases/packs based on user requirements and application changes. Coordinate the set‑up and communication between the application/product and partner systems to support functional testing of the application and linked systems.
• Carry out and manage user acceptance testing and Commercial related documentation. Ensure testing quality and documentation meet Commercial corporate standards. Provide specific feedback to the solution provider for discrepancies, track progress of fixes and follow up until completion. Provide regular updates to the Systems Manager (weekly).
• Ensure that the customer training department, end‑user communities, and any other identified customers are informed in advance of new functionality to allow for education and familiarisation prior to release. Provide internal training for Commercial‑identified work areas if required. Act as support for the end‑user community on functional clarifications. Support users on all functional queries; provide workarounds to ensure uninterrupted operation. Participate in implementation support of enhancements and projects.
  
  Support Commercial in facilitating effective usage of the system in the business area/customer points.
• Work with Standards and Procedures to ensure automation and procedures remain in sync and create new procedures as driven by automation if necessary. Develop procedures and implement checks on system effectiveness to support commercial objectives. Automate business processes, both through IT‑developed systems and in‑house, to improve system efficiency.

• Accountable for executing and managing customer communications across all channels within Product Development and Experience. Ensures the integrity of every message by maintaining accuracy, timeliness, and consistency, while supporting the stability of communication operations.
• Responsible for implementing controlled changes, coordinating vendor and platform transitions, and applying a customer‑first mindset to all communication activities.

• Degree or Honours (12+3 years or equivalent)
• Degree relevant to the business area and 3 years of experience in the functional area
• 5+ years working with airline platforms, including EK reservation and ticketing systems.
• Experience in governance, compliance, vendor/platform migrations, and BAU supportli>

• Strong understanding of multi‑channel communications (SMS, Email, Whats App, Push) and event‑driven notifications.
• Excellent written and verbal communication; skilled in stakeholder collaboration and influence.
• Analytical and problem‑solving abilities; effective working independently and in cross‑functional teams.
• Proficient in Microsoft Office, Power BI, Jira, and Confluence; adept at multitasking under pressure.
• Solid…