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.

Key Responsibilities: Service Management Support: Assist in the day-to-day activities of the Service Management team, supporting the implementation and continuous improvement of IT service management processes (e.g., Incident Management, Problem Management, Change Management, Service Requests). Data Monitoring and Reporting: Help track and analyze service management data, including incident volumes, resolution times, and service request performance. Prepare regular reports and dashboards to communicate key performance indicators (KPIs) to stakeholders. Process Documentation: Support the documentation and maintenance of service management procedures, workflows, and best practices. Ensure that all processes are aligned with ITIL (Information Technology Infrastructure Library) or other relevant frameworks. Ticket Management: Assist in managing and tracking service tickets, ensuring they are routed to the appropriate teams and resolved in a timely manner. Monitor ticket statuses and escalate issues when necessary. Service Improvement: Identify trends and recurring issues within service requests, incidents, or problems. Provide feedback and recommendations for process improvements, automation, or tools to improve service delivery. Collaboration: Work closely with cross-functional teams (e.g., IT Operations, Development, and Infrastructure) to ensure seamless delivery of IT services and alignment with business objectives. Customer Support: Provide basic customer support for service management-related queries, helping end-users understand the process, status of requests, and resolution of issues. Change and Release Management Support: Assist in the tracking and documentation of changes and releases, ensuring that they follow the necessary approval and testing processes before implementation. Continuous Learning: Stay updated on industry best practices for service management, including ITIL and other relevant frameworks, and assist in the implementation of best practices within the organization. Qualifications: Bachelor’s degree in Information Technology, Business Administration, or a related field (or equivalent experience). Familiarity with IT service management frameworks such as ITIL is preferred, but not required. Basic understanding of IT systems and processes, with an interest in service management and process optimization. Strong analytical and problem-solving skills, with the ability to track and report on service performance metrics. Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook). Experience with service management tools (e.g., ServiceNow, JIRA) is a plus. Excellent written and verbal communication skills, with the ability to present data and insights clearly to stakeholders. Strong organizational skills and attention to detail, with the ability to manage multiple tasks effectively. Ability to work both independently and as part of a team in a dynamic, fast-paced environment. Preferred: Experience in a service management or IT operations role is a plus. Knowledge of incident, problem, and change management processes. Experience with service management platforms (e.g., ServiceNow, Remedy, BMC) is beneficial. Understanding of ITIL or other service management frameworks and certifications (e.g., ITIL Foundation) are a plus.

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