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AI Specialist - Service Management
Full-time
Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform. This role uses AI to accelerate partner onboarding, triage and troubleshooting, and service management within the airline domain.
Key Responsibilities
AI-Driven Onboarding Acceleration
Design AI agents that guide partners through onboarding (documentation, validation, certification readiness).
Build automated onboarding assistants that reduce dependency on manual L2/L3 support.
Identify integration gaps early using AI pattern recognition and optimize onboarding cycle time.
Intelligent Triage & Troubleshooting
Develop AI-powered triage systems to classify incidents, suggest probable root causes, and route tickets intelligently.
Build AI copilots for support engineers to accelerate troubleshooting.
Reduce repetitive issue handling via knowledge reuse and automation.
Agentic AI Workflow Design
Design and deploy multi-step AI agents that interpret logs, API errors, and payloads and generate structured diagnostics.
Recommend resolution paths and implement human-in-the-loop systems for validation and control.
Continuously improve agent performance using feedback loops.
Knowledge System & Automation
Build and maintain AI-powered knowledge bases and convert historical tickets into structured learning datasets.
Enable self-service for partners and internal teams, reducing operational noise and duplicate issue handling.
Service Management Optimization
Align AI solutions with incident management, problem management, and SLA performance improvement.
Provide insights on recurring defects, onboarding bottlenecks, and release-related incidents.
Qualifications
Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
5+ years in Service Management, Support, or Integration environments; API onboarding, NDC, or airline domain preferred.
Hands-on experience with AI tools such as Claude, Windsurf, and GitHub Copilot, and building AI copilots, prompt workflows, or automation tools.
Strong problem decomposition and analytical thinking, using AI as a reasoning partner.
Understanding of APIs, XML, JSON, integrations, and incident/triage workflows.
Familiarity with Jira, Zendesk, or ServiceNow, with strong communication and stakeholder alignment skills.
