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
As Analyst II - Service Management at Accelya, you will support service management operations, assisting with incident, change, problem and service request management to maintain high-quality IT service delivery for airline software customers.

Duties & Responsibilities
• Support incident, change, problem and service request management, ensuring all activities are logged, prioritised and tracked accurately in ServiceNow
• Coordinate communications between technical teams and customers during service events
• Use ServiceNow AI or equivalent for automated ticket classification, priority assignment and intelligent routing
• Monitor SLA compliance, escalating items approaching breach to senior service managers
• Use generative AI (Claude, ChatGPT or equivalent) for service reports, knowledge base articles and customer communications
• Maintain accurate ITSM records and contribute to knowledge base development
• Participate in service review meetings, capturing actions and tracking follow-up items

Required Experience & Skills
• 0–3 years of IT service management or service desk experience
• Basic knowledge of ITIL principles
• Experience with ITSM platforms (ServiceNow preferred)
• Strong communication, organisational and problem-solving skills
• ITIL Foundation preferred; Bachelor's degree in IT or related field

Preferred Experience & Skills
• Familiarity with ServiceNow AI or equivalent for automated ticket classification, intelligent routing and knowledge base AI
• Use of generative AI (Claude, ChatGPT or equivalent) for service reports, knowledge base content and customer communications
• Awareness of ITIL 4 principles and their application in airline technology service environments
• Interest in how AI is transforming ITSM — including automated incident resolution and AI-powered self-service

What do we offer?
• An open culture with a creative and challenging opportunity to satisfy your intellectual needs
• Flexible working hours
• Smart working: a hybrid remote/office working environment
• Work-life balance
• An excellent, dynamic and multicultural environment to work in

About Accelya
Accelya is a leading global software provider to the airline industry, powering over 200 airlines with an open, modular software platform. Owned by Vista Equity Partners, we bring together 2,000+ employees across 10 global offices. We are proud partners of AWS and pioneers in NDC expertise. Find out more at 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!