User Assistance Specialist

3 days ago

bangalore, India Accelya Full time

At Accelya, we are seeking an experienced Senior User Assistance Specialist with a strong background in the airline industry and desirable IATA’s 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

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