Product/Application Support Analyst (Airline Revenue Management System)

Purpose of the role As a Functional Support Analyst for Segment Revenue Management Flex (SRM Flex), you will act as a key interface between airline customers and internal product, science, and engineering teams. You will analyze, diagnose, and resolve functional incidents related to revenue management capabilities, ensuring optimal business adoption and customer satisfaction. The role combines deep functional and domain expertise, strong analytical skills, and customer-centric communication to support airlines in their day-to-day revenue management operations. In this role you’ll Provide first- and second-level functional support for Segment Revenue Management Flex, handling incidents from initial investigation through resolution within agreed SLAs. Analyze customer-reported issues related to revenue management logic, data inputs, calibration outcomes, and system behavior. Communicate clearly with airline users, explaining complex revenue management and pricing concepts in an accessible way adapted to different audiences. Reproduce issues using customer data and scenarios, perform root cause analysis, and collaborate with science, product, and development teams for resolution. Manage escalations and ensure timely follow-up with customers, maintaining trust and transparency throughout the incident lifecycle. Develop and maintain strong functional knowledge of SRM Flex, including forecasting, optimization, controls, and business rules. Support customers in adopting best practices in revenue management, including guidance on configuration and usage. Identify recurring issues and improvement opportunities, contributing to product feedback, documentation, and knowledge base enhancements. Participate in customer meetings, service reviews, and when required, pre-sales or transition activities related to functional support. Continuously build expertise in airline revenue management, data analysis, and industry trends. About the ideal candidate Education and background University degree in engineering, operations research, data science, business management, aviation, or a related field. Relevant experience Experience in airline revenue management, pricing, offer management, or related functional domains. Previous role in functional support, customer support, consulting, or operations within airline IT or travel technology. Understanding of revenue management concepts such as forecasting, optimization, bid prices, controls, and calibration. Experience working with complex data sets and interpreting analytical outputs. Familiarity with SaaS environments and case management tools (e.g., ServiceNow, Azur DevOps) is an advantage. Skills and competencies Strong analytical and problem-solving mindset with high attention to detail. Excellent verbal and written communication skills in English, with the ability to translate technical and scientific concepts into business language. Customer-centric, accountable, and proactive in managing issues and expectations. Curious and eager to learn, with a strong interest in airline revenue management and data-driven decision making. Ability to work independently while collaborating effectively in cross-functional, international teams. Adaptable and resilient, comfortable handling multiple priorities and time-sensitive issues. Open to work in a hybrid set-up and on-call duties.