Senior Analyst - Service Management

Accelya

Not specified (assume on-site or hybrid based on typical industry standards).
Incident change problem knowledge management
Customer sla achievement and tracking
Proactive service delivery automation
Accelya is seeking a Senior Analyst in Service Management to enhance operational excellence within the airline industry by developing and implementing service delivery processes. The role involves addressing customer escalations, managing service level agreements, and coordinating with various support teams

Job Summary

  • The role focuses on running successful operations and developing procedures for service management within the airline industry.
  • Candidates will define controls for Incident, Change, Problem, and Knowledge Management to ensure operational excellence.
  • The position requires working closely with Service Management teams to implement a proactive approach to automation.

Matching Summary

Match Score: 85

Accelya is seeking a Senior Analyst in Service Management to enhance operational excellence within the airline industry by developing and implementing service delivery processes. The role involves addressing customer escalations, managing service level agreements, and coordinating with various support teams.

Skills & Requirements

Must-have

  • Incident Change Problem Knowledge Management
  • Customer SLA achievement and tracking
  • Proactive service delivery automation

Nice-to-have

  • Strong client interface communication skills
  • Experience leading support teams
  • Ability to resolve customer escalations

Key Requirements

  • Bachelor's degree in engineering field
  • ITIL Foundation qualification required
  • Hands-on support experience for customer accounts

Work Rights

Not specified

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