Meet Thiaza, a Graduate Driving Digital Innovation at daa

Summary of your daa journey and current role:

I began my journey at DAA through the WSO team in 2021, working on the integration between the payroll system and the timekeeping system, which allowed me to connect with many people across the business. After two years in this role, I was invited to move to IT to completely new position—something I had never worked with before—which was to manage the Microsoft systems used at the airport. I started providing support for applications such as SharePoint, Power Apps, and Power Automate, and I also gained experience in managing small projects: gathering requirements, implementing solutions, and following them through to completion. In addition to working with the Microsoft platform, I start to provide support for ICM (Incident Communications Management application) in ServiceNow which has expanded my knowledge of incident handling and communication systems. Throughout this journey, I had the opportunity to complete professional development courses, including ITIL4 and Scrum Master, and I proudly earned my ITIL4 certification.

Now, I am also part of the Future Factory Innovation Program, an executive education initiative developed by Trinity Business School in collaboration with the daa. The program is designed to foster innovation and develop solutions for challenges within the changing airport landscape. It focuses on design thinking, strategic thinking, and innovation, equipping employees to identify problems and create practical solutions within the business. Being part of this program has been a great learning experience, expanding my perspective on problem-solving and innovation.

What does your average day look like?

As an Applications Analyst in LABS, our new digital, IT, and innovation hub with the mission to deliver a great connected digital airport experience for passengers and create value for the business, no two days are ever the same. On a typical day, I start by reviewing user requests—these can range from resolving incidents with their applications to exploring new solution requests that aim to improve the way they work.

A big part of my role involves automating processes to make users’ jobs simpler and more efficient. I also spend time in meetings with stakeholders, listening to their challenges and then shaping solutions that are fit for purpose. This requirement-gathering process not only helps me design better outcomes but has also strengthened my communication skills and taught me how to collaborate effectively with different teams, such as Network, Oracle Systems, and IT Operations.

What has been your biggest challenge so far?

My biggest challenge has always been understanding user requests and making sure I deliver what they are truly expecting. Right now, I’m working on improving our Dublin Ops Library, a SharePoint page used to manage all documents related to Standard Operating Procedures, Manuals, Drawings, Policies, and other key materials that require a review and approval process.

The challenge here is review all the old workflows, created in Power Automate, and make sure it runs smoothly—with clear processes, approvals, and a reliable audit log to track every step—but also in getting everyone engaged. I need to make sure that when something goes wrong, it can be reprocessed correctly, and that users are available to test and provide feedback. Keeping people engaged and aligned is just as important as the technical solution itself.

This project has been challenging because it combines both technical and human factors, but it has also helped me grow. I’ve learned how crucial it is to communicate clearly, involve stakeholders early, and create processes that are both efficient and easy for people to adopt.

What has surprised you most about working at daa?

There’s always something new to learn and be challenged by. In IT Labs, I’ve had the chance to interact with different teams and even move between roles, which has given me a broader view of how the business works and helped me build connections across the organization.

Also, the level of support and encouragement from my manager, Paul O’Connor, he has always backed me in my projects and been there whenever I faced questions or pressures, I wasn’t fully ready to handle on my own. That kind of leadership has made a huge difference in my growth and confidence.

What is the next step in journey at daa?

Looking ahead, I see my next step at daa as continuing to grow my expertise in digital transformation and innovation. One of my personal goals is to learn how to manage my time more effectively. Because my role involves many different functions, I want to get better at balancing priorities so I can deliver projects more precisely and with greater impact. At the same time, I want to keep developing my leadership skills so that in the future I can mentor others the way I’ve been supported.

What is your top tip for someone who wants to apply for the daa Grad programme?

If you are looking for a challenge and are open to learning, Labs brings new opportunities to grow every day. And if you want to see how an open culture organization works, daa is a great place to be. There are no barriers, you can access people at all levels, and everyone is very open. You’ll receive the support you need to build confidence and push yourself further, which makes it an ideal environment to develop both professionally and personally.