Service Management Specialist

AI Specialist - 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:

1. AI-Driven Onboarding Acceleration

o    Design AI agents to guide partners through onboarding (documentation, validation, certification readiness)

o    Build automated onboarding assistants that reduce dependency on manual L2/L3 support

o    Identify integration gaps early using AI pattern recognition

o    Optimize onboarding cycle time and reduce partner friction

2. Intelligent Triage & Troubleshooting

o    Develop AI-powered triage systems to:

• • Classify incidents (functional vs infra vs integration)

  • Suggest probable root causes

  • Route tickets intelligently

o    Build AI copilots for support engineers to accelerate troubleshooting

o    Reduce repetitive issue handling via knowledge reuse and automation

3. Agentic AI Workflow Design

o    Design and deploy multi-step AI agents that:

• • Interpret logs, API errors, and payloads

  • Generate structured diagnostics

  • Recommend resolution paths

o    Implement human-in-the-loop systems for validation and control

o    Continuously improve agent performance using feedback loops

 

4. Knowledge System & Automation

o    Build and maintain AI-powered knowledge bases

o    Convert historical tickets into structured learning datasets

o    Enable self-service for partners and internal teams

o    Reduce operational noise and duplicate issue handling

5. Service Management Optimization

• • Align AI solutions with:

  • Incident management

  • Problem management

  • SLA performance improvement

  • Provide insights on:

  • recurring defects

  • onboarding bottlenecks

  • release-related incidents

 

Qualifications:

·         Education:

• • Bachelor’s degree in computer science, Information Systems, Business Administration, or a related field.

·         Experience:

• • 5+ years in Service Management / Support / Integration environments

  • Experience in API onboarding, NDC, or airline domain preferred

  • Hands-on experience with AI tools such as:

    • Claude

    • Windsurf

    • GitHub Copilot

  • Experience building or using AI copilots, prompt workflows, or automation tools.

·         Skills:

• • Strong problem decomposition and analytical thinking

  • Ability to use AI as a reasoning partner (not just a tool)

  •  Understanding of: APIs / XML / JSON / integrations

o    Incident and triage workflows

• • Familiarity with Jira, Zendesk, ServiceNow (or similar tools)

  •  Strong communication and stakeholder alignment skills

What do we offer?

• An opportunity work on the future of travel industry in market leading company – NDC (New Distribution Capability)

• Open culture and challenging opportunity to satisfy intellectual needs.

• Flexible working hours, hybrid remote/office working environment.

• Excellent, dynamic and multicultural environment

 

About Accelya 

 Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers and take control of their retailing.  

Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya are trusted by industry leaders to deliver now and deliver for the future.  

The company´s passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya are proud to deliver leading-edge technologies to our customers including through our partnership with AWS and through the pioneering NDC expertise of our Global Product teams.

We are proud to enable innovation-led growth for the airline industry and put control back in the hands of airlines. 

  

For more information, please visit www.accelya.com 

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