IT Service Management Analyst

Analyst II - Service Management

For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster. 

Key Responsibilities: Incident Management: Support the management of IT incidents from identification through resolution. Ensure that incidents are logged, categorized, and prioritized appropriately in the ticketing system. Work with the relevant teams to escalate and resolve issues within the agreed SLA. Service Request Management: Assist in managing and fulfilling service requests from users, including access requests, software installations, and other IT service-related requests. Ensure requests are completed promptly and accurately. Problem Management: Assist in identifying the root causes of recurring incidents, work with relevant teams to implement permanent solutions, and document problem resolutions. Support the ongoing tracking and management of known errors. Change Management: Support the planning, tracking, and documentation of changes to IT systems, applications, and services. Ensure that changes are executed following the change management process, with appropriate risk assessments and approvals. Service Level Agreement (SLA) Monitoring: Assist in monitoring and reporting on the performance of IT services against agreed-upon SLAs. Identify and escalate any service delivery issues or violations of SLAs. Configuration Management: Help maintain and update the configuration management database (CMDB) to ensure accurate records of IT assets, services, and related configurations. Documentation & Reporting: Assist in the creation and maintenance of service management documentation, including incident reports, knowledge base articles, and process documentation. Provide regular reports on service management metrics and performance. Continuous Improvement: Assist in identifying opportunities for process improvements within the service management lifecycle. Work with senior team members to implement improvements and streamline operations. Customer Interaction: Act as a point of contact for end-users, ensuring excellent customer service by resolving service-related issues in a timely and professional manner. Provide updates on ticket status and ensure user satisfaction. Collaboration: Work closely with cross-functional IT teams, including infrastructure, applications, and support teams, to ensure the seamless delivery of IT services. Qualifications: Bachelor’s degree in Information Technology, Computer Science, Business, or a related field (or equivalent experience). Basic understanding of IT service management processes, frameworks (e.g., ITIL), and best practices. Strong analytical and problem-solving skills with the ability to track and manage incidents and service requests. Familiarity with IT ticketing systems (e.g., ServiceNow, JIRA, BMC Remedy) is a plus. Good communication skills, both verbal and written, with the ability to interact effectively with end-users and technical teams. Ability to prioritize tasks and manage multiple service management requests in a fast-paced environment. Detail-oriented with strong organizational skills and the ability to document processes clearly. A customer-centric mindset with a focus on providing excellent service and support to users. Preferred: ITIL Foundation certification or similar service management certifications is a plus. Previous experience in IT support or service desk roles is a plus. Knowledge of service management platforms and tools. Familiarity with configuration management, change management, and incident management processes.

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Experience Level

Mid Level