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Service Management Analyst

2 months ago

Miami, United States Accelya Full time

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

We are seeking a detail-oriented and proactive Analyst for the Service Management team. The ideal candidate will be responsible for monitoring and improving the efficiency of our service management processes, ensuring optimal service delivery, and enhancing customer satisfaction. This role requires strong analytical skills, a deep understanding of IT service management (ITSM) frameworks, and the ability to work collaboratively with various teams to implement best practices.

Duties and responsibilities

  • Handling of incidents and Response and Resolution to Incidents with detailed RCA within SLAs
  • Providing technical and functional analysis to Development team as part of Bug Analysis
  • Participating from techno-functional point of view during release upgrades
  • Deployment of minor release upgrades
  • To work in shifts in alignment with customer time zones
Knowledge and qualifications
  • Excellent analytical and problem-solving skills
  • Ability to work both independently and as part of a team
  • Experience in IT service management or a related role.
  • Excellent customer service skill
  • A good understanding of software development cycle
  • ITIL Foundation certification or equivalent is preferred.
What do we offer?
  • Salary: 60K USD
  • 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 you? Whether you're an industry veteran or someone with experience from other industries, we want to make your ambitions a reality