Hybrid Analyst I – Service Management

Posted last month

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About the role

  • Take ownership of customer issues and drive them to resolution.
  • Research, diagnose, troubleshoot and identify solutions for 3rd-party API implementation developer issues.
  • Escalate unresolved issues to appropriate internal teams following standard procedures.
  • Communicate clear instructions on issue resolution to 3rd-party developers.
  • Work within a small team with minimal supervision and submit reports to support lead as needed.

Requirements

  • Taking ownership of customer issues reported and seeing problems through to resolution.
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve 3rd party API Implementation developer’s issues.
  • Following standard procedures for proper escalation of unresolved issues to the appropriate Accelya internal teams.
  • Communicate to 3rd party developers with clear instruction on issue resolution.
  • Ability to work within a small team environment with little supervision.
  • Strong analytical/problem solving skills with knowledge of the airline industry.
  • Submit reports to the support lead as needed.
  • 1 to 2 years’ experience providing technical support for application software (Freshers with good technical skills can be considered).
  • Knowledge and experience with XML-based system interfaces, schema design, and XML based tools like SOAPUI.
  • Knowledge of NDC API is considered plus.
  • Background in software development/programming given preference.
  • Experience working with off/near shore teams.
  • Familiar with Zendesk, and issue management systems (Jira - Service Desk/Zendesk).
  • BS in Computer Science/Information Systems field or equivalent.

Job title

Analyst I – Service Management

Job type

Experience level

Junior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

HybridColombia

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