{"id":3860121,"url":"https://alion.io/job/amadeus-it-service-request-analyst-airline-it-support","title":"IT Service Request Analyst (Airline IT Support)","company":{"id":8132,"name":"Amadeus","domain":"amadeus.com","url":"https://alion.io/company/amadeus","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":37,"ghost_share":0.135,"stale_share":0.27,"repost_share":0.27,"time_to_fill_p50_days":19,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Makati, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"C++","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Java","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"Telegram","optional":true},{"name":"WhatsApp","optional":true}],"status":"live","first_seen_at":"2026-11-06T08:57:55Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-14T17:14:30Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Job Title\nIT Service Request Analyst (Airline IT Support)Purpose of the role:\nThe 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.\nAs 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.\nIn this role you will:\nCase Management (for products & processes in scope)\nRespond to customer service requests to acknowledge, review, investigate, and possibly implement.\nManage service request follow-ups and escalations via all platforms - Amadeus incident management system, email, and chat.\nHandle first level escalations.\nEscalate service requests outside the scope of team competencies to 3rd level groups within Amadeus or to external service providers.\nLiaise with the different Amadeus R&D, Maintenance, and Product Management teams for the implementation of service requests.\nFollow-up internally and externally implementation progress, with specific focus on identified cases (supporting account management teams and regional customer care).\nDocument and update service requests in the Amadeus incident management system for customers’ visibility.\nIdentify improvements in the process for recommendations to Product Management and Service Design groups to enhance support and delivery of associated support and services.\nContribute to the knowledge solutions database by creating and updating articles, FAQs, and best practices.\nShare product knowledge and expertise with team members and customers.\nKnowledge Management\nIdentify improvements in the process for recommendations to Product Management and Service Design groups to enhance support and delivery of associated support and services.\nCollaborate with other teams for service delivery improvements.\nContribute to the knowledge solutions database by creating and updating articles, FAQs, and best practices.\nShare product knowledge and expertise with team members and customers.\nKeep self-knowledge up to date with latest applications releases, functionalities, customer basis.\nContribute to the adoption of Amadeus tools and solutions.\nCustomer implementations\nSupport during customer system migrations if needed\nContinual Service Improvement\nWork closely with internal and external stakeholders to identify new ways of working and innovation to enhance our performance and/or the customer journey.\nProactively identify service request types that can be automated, transferred from 3rd level support to the team, or offered as self-service.\nBuilding Relations\nBuilds and develops healthy and productive working relationship with his/her team, and other stakeholders in case management.\nAbout the ideal candidate:\nBachelor’s degree in IT, Computer Science, or equivalent professional experience.\n2-3 years of experience in technical support, incident management, or troubleshooting and resolution.\nFamiliarity with ITIL foundations or certification preferred.\nBasic to intermediate knowledge of one or more programming languages (C/C++, Java, Python, SQL).\nExperience in the travel or airline industry is a plus.\nEffective English communication (written and verbal).\nUnderstanding of IT system architecture, behavior and configuration\nUnderstanding of the ITIL foundations is a plus\nAmenable to work in a hybrid work setup (2-3 days a week onsite). Location: BGC, Taguig\nAmenable to work on weekends or holidays and extended hours if needed\nWhat we can offer you\nA truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.\nGreat 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.\nA 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.\nA hybrid working model - We want our employees to do their best work, however the hybrid model works best for them.\nA diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.\nA Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.\nA critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.\nDiversity & Inclusion\nAmadeus 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.\nAmadeus 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.\nBe aware of recruitment scams\nAmadeus 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.","description_format":"text","description_chars":6060,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel Technology"],"lifecycle":[{"event":"open","at":"2026-11-06T08:57:55Z"}],"visa":[],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.9,"p_room":0.9,"age_days":7,"expected_fill_days":19,"reasons":["conf:0","velocity","win:mid","comp:junior,brand"],"computed_at":"2026-11-14T05:58:10Z"},"pay":null,"html_url":"https://alion.io/job/amadeus-it-service-request-analyst-airline-it-support","json_url":"https://alion.io/job/amadeus-it-service-request-analyst-airline-it-support.json","meta":{"generated_at":"2026-11-14T23:12:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30928,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8132},"rest":"https://alion.io/mcp/rest/get_company?id=8132"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Famadeus-it-service-request-analyst-airline-it-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Famadeus-it-service-request-analyst-airline-it-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Famadeus-it-service-request-analyst-airline-it-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/amadeus-it-service-request-analyst-airline-it-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Famadeus-it-service-request-analyst-airline-it-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3860121}},{"tool":"search_jobs","arguments":{"company":"amadeus.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3860121},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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