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 Escalation: Address and resolve incidents escalated from L1 support, ensuring timely and efficient resolution of complex technical issues. Maintain a clear communication loop with users and L1 support to provide updates on incident status. Advanced Troubleshooting: Perform in-depth analysis and troubleshooting of technical issues related to hardware, software, networking, and IT systems. Use diagnostic tools and logs to identify root causes and implement solutions. Service Request Fulfillment: Manage and fulfill service requests, including software installations, configurations, system updates, and user account management. Provide advanced technical assistance in areas like system integration, network configuration, and application support. Escalation to Higher Support: For unresolved or complex issues that require specialized expertise, escalate incidents to L3 support or relevant technical teams. Ensure proper documentation and follow-up. Knowledge Base Maintenance: Contribute to the knowledge base by documenting troubleshooting steps, solutions, and best practices. Regularly update knowledge articles to ensure they reflect the latest solutions and technologies. Root Cause Analysis: Participate in root cause analysis for recurring issues, and work to implement long-term solutions to prevent future incidents. Provide feedback and suggestions to improve the overall IT environment. Performance Monitoring: Monitor system performance and proactively address issues such as network outages, hardware failures, or system downtimes. Assist with preventative maintenance to ensure systems run smoothly. Customer Service User Communication: Maintain a strong focus on customer service by providing timely and clear communication to end users regarding their incidents, status updates, and resolution. Ensure users understand the solutions provided. Collaboration with IT Teams: Collaborate with cross-functional teams (e.g., L1 support, infrastructure, network, and development teams) to resolve incidents efficiently and implement system improvements. Documentation Reporting: Accurately document and close tickets in the service management system. Provide detailed updates on incident resolution steps, including any root causes, workarounds, and solutions. Process Improvement: Continuously improve support processes by analyzing incident trends and identifying areas for optimization. Suggest improvements to enhance support efficiency and user satisfaction. Qualifications: Education: Bachelor s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. Experience: 2-4 years of experience in IT support, service desk, or technical support roles, with at least 1 year in L2 or higher support. Experience with complex system troubleshooting and incident resolution is required. Technical Skills: Strong knowledge of operating systems (Windows, macOS, Linux) and troubleshooting techniques. Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN). Proficiency in supporting enterprise-level software applications and cloud-based platforms (e.g., Office 365, G Suite, Salesforce). Experience with service management tools (e.g., ServiceNow, Jira, Zendesk). Experience with Active Directory, user account management, and group policies. Experience with remote support tools and diagnostic software. Knowledge of ITIL frameworks, particularly in incident and problem management. Soft Skills: Strong problem-solving skills with the ability to identify issues quickly and provide solutions. Excellent communication skills, both verbal and written, to explain complex technical issues to non-technical users. Strong attention to detail and the ability to document technical information accurately. Excellent customer service orientation with a focus on user satisfaction and effective issue resolution. Ability to work independently, manage multiple priorities, and function effectively in a fast-paced environment. Preferred: ITIL Foundation certification or other related IT service management certifications. Experience with cloud platforms such as AWS, Azure, or Google Cloud. Certifications such as CompTIA Network+, Microsoft Certified Solutions Expert (MCSE), or similar. Experience supporting virtual environments (e.g., VMware, Hyper-V). Knowledge of scripting languages or automation tools (e.g., PowerShell, Bash, Ansible) is a plus.

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!