Sr Associate Analyst/Analyst, IT Service Management
Phoenix, AZ
Full-time
Onsite
Entry, Mid Level
American Airlines is a leading airline company that offers a world of possibilities for both work and personal growth. The role focuses on enhancing IT Service Management processes, generating performance reports, and ensuring adherence to ITSM protocols to improve overall service delivery.
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
Qualification
Required
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
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)
Preferred
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
Benefits
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
American Airlines is an airline company that operates a diverse fleet of aircraft, including narrow-body and wide-body jets. It is a sub-organization of American Airlines.
