Job Title

Service Request Analyst (Airline/Travel)

Job Title:

Service Request Analyst

In this role you will:

Purpose of the role:

The Amadeus Global Customer Care group provides 2nd and 3rd Level support Amadeus Airline customers using Amadeus Products and Solutions (Reservation, Inventory, Ticketing, Departure control & boarding amongst the others). The Airline Support Center (ASC) is the single point of contact for incidents, service requests and all contacts for production support issues. We aim at recovering 90% of all non-code related incidents and requests or escalating them to resolver groups within Amadeus or at third parties involved in the service provided.

As a Service Request Analyst, you will be responsible for handling functional and technical customer service requests, including, whenever possible, implementation of requests. Building on your product expertise, you will be expected to provide support to customers and Amadeus internal teams in the implementation of such requests, follow-ups and escalations when applciable, provide recommendations to enhance current processes associated to the management of services related to Amadeus products/solutions to Product Management and Service Design groups. Contributing to the developmet and improvement of the knowledge solutions database for customer usage and reference, providing quicker/faster self-service resolution of issues, is also part of the role.

Accountabilities:

Case Management (for products & processes in scope)

Respond to customer service requests to acknowledge, review, investigate, and possibly implement.Manage service request follow-ups and escalations via all platforms – Amadeus incident management system, email, and chat.Handle first level escalations.Escalate service requests outside the scope of team competencies to 3rd level groups within Amadeus or to external service providers.Liaise with the different Amadeus R&D, Maintenance, and Product Management teams for the implementation of service requests.Follow-up internally and externally implementation progress, with specific focus on identified cases (supporting account management teams and regional customer care).Document and update service requests in the Amadeus incident management system for customers’ visibility.Identify improvements in the process for recommendations to Product Management and Service Design groups to enhance support and delivery of associated support and services.Contribute to the knowledge solutions database by creating and updating articles, FAQs, and best practices.Share product knowledge and expertise with team members and customers.

Knowledge Management

Identify improvements in the process for recommendations to Product Management and Service Design groups to enhance support and delivery of associated support and services.Collaborate with other teams for service delivery improvements.Contribute to the knowledge solutions database by creating and updating articles, FAQs, and best practices.Share product knowledge and expertise with team members and customers.Keep self-knowledge up to date with latest applications releases, functionalities, customer basis.Contribute to the adoption of Amadeus tools and solutions.

Customer implementations

Support during customer system migrations if needed

Continual Service Improvement

Work closely with internal and external stakeholders to identify new ways of working and innovation to enhance our performance and/or the customer journey.Proactively identify service request types that can be automated, transferred from 3rd level support to the team, or offered as self-service.

Building Relations

Builds and develops healthy and productive working relationship with his/her team, and other stakeholders in case management.

About the ideal candidate:

Bachelor Degree in IT or computer scienceCertification on IT Systems, ITIL Foundations Certification is a plus.Basic to intermediate level of knowledge in one programming languages (like C/C++, Java, Python, SQL) is good to have.At least 2 years experience in the field of IT or computer sciencePrior experience or an understanding of the travel/airline industry is a plusPrevious work experience in a multi-cultural environmentUnderstanding of IT system architecture, behavior and configurationUnderstanding of the airline/travel businessUnderstanding of the ITIL foundations is a plusStrong command of the English Language both verbal and writtenAmenable to work in BGC Taguig, Hybrid work setup.Amenable to weekends or holidays and extended hours if needed

Application process

The application process is easy and fast. Create your candidate profile manually or upload your CV/Resume

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.