IT Service Request Analyst (Airline IT Support)

Job Title

Purpose of the role:

The Amadeus Global Customer Care team provides second- and third-level support to Amadeus Airline customers using Amadeus Products and Solutions, including Reservation, Inventory, Ticketing, and Departure Control systems.

As a Service Request Analyst, you will handle technical and functional service requests from customers and Amadeus teams, including implementation and resolution activities. You’ll also help improve support processes and the knowledge database to enable faster self-service and a better customer experience. 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.

In this role you will:

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’s degree in IT, Computer Science, or equivalent professional experience.
• 2-3 years of experience in technical support, incident management, or troubleshooting and resolution.
• Familiarity with ITIL foundations or certification preferred.
• Basic to intermediate knowledge of one or more programming languages (C/C++, Java, Python, SQL).
• Experience in the travel or airline industry is a plus.
• Effective English communication (written and verbal).
• Understanding of IT system architecture, behavior and configuration
• Understanding of the ITIL foundations is a plus
• Amenable to work in a hybrid work setup (2-3 days a week onsite). Location: BGC, Taguig
• Amenable to work on weekends or holidays and extended hours if needed

What we can offer you

A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

A hybrid working model - We want our employees to do their best work, however the hybrid model works best for them.

A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity 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 and committed to an accessible recruitment process. 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.

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.