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Metro-based, common ITSM analyst role with generic requirements increases applicant competition.
ITSM and ServiceNow skills are broadly transferable across industries.
Explicit 0–3 years requirement plus ITIL and ServiceNow experience filters candidates.
Support incident, change, problem, and service request management using ServiceNow to ensure high-quality IT service delivery for airline software customers.
Coordinate communications between technical teams and customers during service events.
Monitor SLA compliance and escalate potential breaches; contribute to knowledge base development and participate in service review meetings.
0–3 years of IT service management or service desk experience.
Basic knowledge of ITIL principles; ITIL Foundation preferred.
Experience with ITSM platforms, preferably ServiceNow.
Bachelor's degree in IT or related field.
Experience or interest in AI applications within ITSM, including automated ticket classification and AI-generated service reports.
Familiarity with airline technology service environments and ITIL 4 principles is advantageous.
Effective communicator with ability to coordinate between technical teams and customers during service events.