Analyst II - IT Infrastructure ITSM / Service Delivery Coordinator

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.

Key Duties & Responsibilities

• Accountable for ensuring IT infrastructure services are delivering on-time, on budget, and meeting functional and quality specifications.
• Forecasts, manages, and reports on IT infrastructure services, managing deviations, issues, risks, problems and changes using appropriate and agreed upon processes and tools established within the company.
• Handling IT service escalations by combining business impact judgment with effective technical assessment done by proper key subject matter experts.
• Identifies resources needed to complete work and collaborates with resource manager(s) in order to assemble appropriate ad-hoc skilled teams.
• Provides frequent dashboards and status reports, communicating to applicable executive leadership and key stakeholders.
• Develop and execute service delivery plans that maximize, improve or enhance internal customer experience and achieve higher product/service adoption, customer satisfaction, and overall health scores.
• Identify improving areas and gaps covering needs, evaluating alternative solutions and executing them after being agreed.

Capabilities & Competencies for Success

• Experience working in ITSM (ITIL) environments, being an advantage other experiences in Agile, Waterfall, and Hybrid methodologies.
• Demonstrated proficiency in Microsoft Office Suites of products, (i.e. Visio, Excel, PowerPoint, Outlook, etc.). Experience managing ITSM tool ServiceDesk+ is an advantage-
• Experience with multiple working streams and coordinating with enthusiastic, wide teams of 10 or more team members. All of them, with the ability to influence inside and outside of the organization at the highest levels to garner support. Large enterprise initiatives experience is an advantage.
• Proven coordination experience including background in project management or service management with the ability of dealing with different roles and seniority levels.
• Strong understanding of various technologies, focused on IT infrastructure (server, storage, networking), applications, cloud technologies, information security, and databases.
• Continuous improvement & learning mindset, being a true team player with active listening, empathy and assertiveness.
• Problems and Conflict dealing working under pressure with strong internal customer and Service oriented mindset.
• Strong facilitation and comprehension skills, communicating effectively with different roles and seniority levels, thru a good written and verbal communication skills (Spanish and English).
• Analytical and process driven mindset, with a proven ability to effectively manage multiple tasks and workstreams at various stages of completion.

What do we offer?

• 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.

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!