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User Assistance Specialist

4 years

0 Lacs

pune maharashtra india

Posted:1 week ago| Platform: Linkedin logo

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Skills Required

iata communication content api documentation training support management developer ux engineering strategy design compliance localization xml json integration merchandising service writing editing agile scrum markdown swagger openapi confluence notion salesforce zendesk

Work Mode

On-site

Job Type

Full Time

Job Description

Senior User Assistance Specialist


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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