Sr Associate Analyst​/Analyst, IT Service Management

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life.

Feel free to enrich both your personal and work life and hop on board!

• IT Service Management (ITSM) encompasses a comprehensive set of practices, policies, and procedures designed to effectively manage and deliver IT services within an organization. This strategic approach emphasizes the entire lifecycle of IT services—from planning and design to deployment, operation, and continuous improvement. By prioritizing alignment with business objectives, ITSM ensures that IT services not only meet the technical requirements but also address the needs of end-users, enhancing overall user satisfaction and productivity.

• As one diverse, high-performing team dedicated to technical excellence, you will focus relentlessly on delivering unrivaled digital products that drive a more reliable and profitable airline.

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Enhance the efficiency and effectiveness of IT Service Management (ITSM) processes, including major incident management

• Generate reports and KPIs to monitor ITSM performance, providing recommendations for continuous improvement

• Develop, maintain, and manage the ITSM system, including user/group management and process refinement

• Ensure adherence to ITSM protocols (Change, Incident, and Problem Management) across IT teams and business partners

• Onboard new applications/customers to Incident Management and gather business requirements for process/tool improvements

• Design, deploy, and maintain ITSM processes, procedures, and training materials for end users

• Collect feedback to drive continuous improvement and manage the improvement backlog

• Guide IT teams on best practices and provide ongoing coaching for ITSM processes

• Report progress and identified needs to the central team for supported IT organizations

• Bachelor degree in a field such as business administration, computer science or business management

• 1+ years of relevant experience with Incident, Problem and/or Change Management as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools

• Must have a strong knowledge of ITIL processes and project management experience

• Extensive background in measurements of IT, services, deliverables and inputs

• 3+years of relevant experience with Incident, Problem and/or Change Management as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools

• Ability to remain flexible and adapt to changing priorities with promptness, efficiency, and ease

• Possess proficient analytical, problem solving and decision-making skill

• Proficient relationship building skills, including the capacity to predict and manage behavior, build, and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership

• Strong ability to work independently and manage one’s time

• Advanced knowledge of computer software, Excel, Word, PowerPoint (Required)

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