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. 

Role Purpose:
As an Analyst II - Service Management, you will contribute to the successful operation of service management processes. Your focus will be on automation, proactive approaches, and maintaining operational excellence. You’ll collaborate with various teams to enhance service delivery and ensure customer satisfaction.

Duties and Responsibilities:

Automation and Proactive Approach: Work closely with Service Management teams to identify opportunities for automation and efficiency improvements.
Customer Escalations and Complaints Handling: Investigate and address customer escalations related to Service Management operations and delivery.
Incident, Change, Problem, and Knowledge Management: Define and implement controls for these critical areas within the Service Management vertical.
Collaboration with Support Groups: Coordinate with application and infrastructure support teams during high-priority incidents.
Client Interface and Issue Resolution: Utilize your experience to resolve issues effectively and maintain positive client relationships.
Issue Assignment and Tracking: Assign issues to team members and monitor progress.

Knowledge, Experience & Skills:

Bachelor’s Degree in Engineering or Related Field
ITIL Foundation Qualified or familiarity with ITIL principles
Hands-On Support Experience: Provide support for customer accounts and lead teams supporting product applications.
SLA Compliance and Customer Satisfaction: Understand processes to meet SLAs and achieve desired satisfaction levels.
Validation of Reopened Issues: Address issues that get reopened.
Client-Focused Mindset: Prioritize client needs and interface effectively.

What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!

Experience Level

Mid Level