Analyst I - Service Management

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.

Job purpose As an Analyst I- Service Management, you will be primarily responsible for monitoring our applications, 24x7. Also, you will utilize monitoring tools for monitoring issues, monitoring trends, and performing data analysis. Taking care of digital operations center as a DOC Analyst. You will be primarily responsible for monitoring our applications, 24x7. Monitor system alerts and notifications to proactively address potential issues before they impact end-users, following established protocols. You will utilize monitoring tools for monitoring issues, monitoring trends, and performing data analysis. If there is any error in trends and analysis, you need to report to production and development teams. Understanding data traffic and user logs.

Qualifications:

• A Bachelor's degree in Computer Science, Computer Applications, Information Technologies, Data Analytics, or a related field – or equivalent work experience.
• Ideal candidates will have a background or strong interest in data analysis.
• A genuine enthusiasm for learning new technologies and growing within the IT support domain.
• Solid problem-solving skills with the ability to identify, diagnose, and resolve basic technical issues.
• Excellent verbal and written communication skills, with a customer-focused mindset and a commitment to quality service.
• Ability to collaborate effectively within a team and communicate with users of varying technical backgrounds.
• Proficiency in Microsoft Excel is essential – including the use of formulas, data visualization (charts), and analytical functions.
• A background in programming or scripting is preferred and will be considered an asset.
• Familiarity with monitoring and analytics tools such as DataDog, Sumo Logic, Power BI, Tableau, or similar platforms is a plus.
• Must be willing to work a rotating shift schedule, including weekends and holidays, to support 24/7 operational coverage.
• Preferred Previous experience in an IT support or customer service role is a plus.
• Basic knowledge of operating systems (Windows, macOS, Linux), office productivity tools (e.g., Microsoft Office, Google Workspace), and remote support tools.
• Familiarity with networking basics, including TCP/IP, VPN, DNS, and DHCP.
• IT certifications (e.g., CompTIA A+, Microsoft Certified: Windows, or equivalent) are a plus but not required.

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!