User Assistance Specialist

At Accelya, we are seeking an experienced Senior User Assistance Specialist with a strong background in the airline industry and desirable IATAs New Distribution Capability (NDC) standards. This role is responsible for designing, developing, and delivering high-quality user assistance for airlines, partners, and customers interacting with NDC-enabled and non-NDC systems. The successful candidate will combine deep technical communication skills with a solid understanding of airline and digital adoption of products.

Key Responsibilities

• Create, maintain, and optimize user assistance content (user guides, API documentation, in-app help, FAQs, knowledge base, and training materials) for NDC-enabled distribution and retailing platforms.
• Partner with product, IT, distribution, and commercial teams to support airline offers and orders workflows (Offer/Order Management, ancillaries, servicing, settlement and cargo).
• Ensure alignment of content with IATA NDC schemas, airline retailing standards, and regulatory requirements.
• Develop API documentation and developer assistance to enable travel agencies, aggregators, and corporate partners to integrate with airline systems.
• Deliver clear, role-specific guidance for airline users, travel agents, and customers engaging with NDC and non-NDC powered channels.
• Collaborate with internal UX, product management, engineering, and distribution strategy teams to design effective product documentation.
• Ensure compliance with aviation and distribution standards (IATA, ICAO, PCI DSS) and localization for global partners.

Required Skills & Experience

• 4+ years of experience in technical communication, user assistance, or product documentation, with desirable experience in the airline industry.
• Desirable hands-on experience with IATA NDC schemas (XML/JSON), airline retailing workflows, and integration processes.
• Strong knowledge of airline e-commerce, merchandising, and ancillary product flows.
• Ability to simplify API and schema specifications for diverse audiences (technical and non-technical).
• Skilled in knowledge management platforms, self-service portals, and digital adoption tools.
• Strong writing, editing, and structuring skills, with experience creating both end-user and developer-focused content.
• Experience working in Agile/Scrum and cross-functional airline/tech teams.

Tools & Technologies

Airline / Distribution Systems:

• Amadeus, Sabre, Navitaire, Altea, SITA, Farelogix, Accelya, other NDC platforms

Content Authoring & Publishing:

• MadCap Flare, Adobe RoboHelp, Oxygen XML, FrameMaker, Markdown, Swagger/OpenAPI docs.
• Confluence, Notion, SharePoint

Knowledge Management & In-App Assistance:

• Salesforce Knowledge, Zendesk Guide, ServiceNow
• WalkMe, Pendo, Whatfix, Appcues