Analyst I - 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.

Duties & Responsibilities:

• Advanced Troubleshooting: Provide second-line support for complex technical issues escalated from L1 support, including troubleshooting software, hardware, network, and system problems.
• Incident Resolution: Investigate and resolve service requests related to desktop/laptop configurations, software installations, operating systems, network connectivity, and other IT-related issues.
• System Configuration and Installation: Assist with the configuration, deployment, and installation of software and hardware, ensuring that all systems meet the organization s technical requirements and standards.
• Escalation Handling: Escalate unresolved or critical issues to L3 support or other relevant technical teams while ensuring proper documentation of all troubleshooting steps and actions taken.
• Remote Support: Provide remote support to end-users for troubleshooting and issue resolution, using remote desktop tools and other IT support software.
• Root Cause Analysis: Perform detailed root cause analysis of recurring technical issues, identifying and implementing solutions to prevent reoccurrence.
• Collaboration: Work closely with L1 support teams, IT infrastructure teams, and other departments to ensure efficient incident management and resolution.
• Documentation: Maintain accurate and up-to-date records of incidents, including detailed descriptions of issues, solutions, and follow-up actions in the ticketing system (e.g., ServiceNow, JIRA).
• Training and Knowledge Sharing: Provide guidance and training to L1 support team members on troubleshooting techniques, tools, and processes. Contribute to knowledge base articles and documentation for internal use.
• Performance Monitoring: Monitor system performance and alerts to proactively identify potential issues before they impact end-users, following established protocols.
• Service Improvement: Provide feedback on processes, procedures, and tools, and contribute to continuous improvement initiatives aimed at increasing the efficiency and effectiveness of the support team.

Knowledge, Experience & Skills:

• Bachelor s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 1-2 years of experience in IT support, troubleshooting, or a similar technical role.
• Strong knowledge of operating systems (Windows, macOS, Linux) and experience troubleshooting system performance, software issues, and networking problems.
• Familiarity with IT service management platforms (e.g., ServiceNow, JIRA) and ticketing systems.
• Excellent problem-solving and analytical skills with a methodical approach to diagnosing and resolving issues.
• Ability to effectively communicate technical concepts to both technical and non-technical users.
• Strong organizational and time-management skills, with the ability to handle multiple tickets and prioritize tasks effectively.
• Ability to work well independently and as part of a team, collaborating with cross-functional teams as needed.
• Strong attention to detail and documentation skills.

Preferred

• IT certifications such as CompTIA A+, Microsoft Certified: Windows, Network+, or equivalent.
• Experience with remote desktop and remote support tools.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience supporting cloud-based applications and services.

What do we offer

• Open culture and challenging opportunity to satisfy intellectual needs
• Flexible working hours
• Smart working: hybrid remote/office working environment
• Work-life balance
• 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 youWhether you re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!