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.

Job Title: Analyst II - Service Management (Enterprise Infrastructure)

Role Purpose

As an Analyst I - Service Management for Enterprise Infrastructure, you will play a key role in ensuring the smooth operation and management of enterprise IT services. You will work closely with the infrastructure and operations teams to support incident, problem, and change management processes, as well as monitor the performance of IT services. This role is ideal for a proactive and detail-oriented individual who wants to build a career in IT service management within a complex enterprise environment.

Duties & Responsibilities

Incident & Problem Management: Coordinate and manage the incident resolution process, ensuring that issues are resolved in a timely manner and root cause analysis is performed for recurring problems.

Change Management: Support the change management process by assessing risks, coordinating approvals, and ensuring smooth implementation of IT infrastructure changes.

Service Monitoring & Reporting: Monitor IT infrastructure services, ensuring that service level agreements (SLAs) are met. Generate regular reports on service performance and key metrics for management.

Collaboration with Teams: Work closely with IT infrastructure, network, and application teams to ensure that services are maintained at optimal performance levels and any service disruptions are addressed effectively.

Continuous Improvement: Identify areas for improvement within service management processes and collaborate with teams to implement best practices that enhance service delivery and reliability.

Documentation & Knowledge Sharing: Maintain up-to-date documentation of service management processes, incident resolution steps, and changes made to the infrastructure. Assist in developing training materials for users and other stakeholders.

Knowledge, Experience & Skills

Service Management Frameworks: Understanding of ITIL (Information Technology Infrastructure Library) or other service management frameworks.

Incident & Change Management: Experience in managing incidents, problems, and changes within an enterprise IT environment.

Enterprise Infrastructure Knowledge: Familiarity with enterprise IT infrastructure components, including servers, networks, storage, and cloud services.

Communication & Coordination: Excellent communication skills to work effectively with cross-functional teams and ensure alignment on service management processes.

Analytical & Problem-Solving Skills: Strong ability to analyze service issues, propose solutions, and improve operational efficiency through proactive service management.

Tools & Platforms: Experience using service management platforms like ServiceNow, BMC, or other ITSM tools is a plus.

What We Offer

An innovative and collaborative working environment with opportunities for professional growth.

Flexible working arrangements, including hybrid remote/office options.

Work-life balance initiatives and support for continuous learning.

The opportunity to work in a cutting-edge enterprise IT environment and contribute to service management excellence.

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!