Analyst, IT Service Management

Analyst, IT Service Management

Location: Rio West E Bldg (PHX-RWE1) Cities: Phoenix - AZ

This job will continue to be posted until at least 9/8/25. If interested, please apply prior to this date.

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!

Why You'll Love This Job

IT Service Management analyst must possess strong skills in development, facilitation and implementation of ITIL processes and tools within the ITSM / ITIL framework. He/she is responsible for standardizing processes, templates and tools that support industry best practices and applying continual service improvements to remediate process gaps. The position requires soft skills, diplomacy and tact necessary to work effectively within a large IT department.

What You'll Do

Drive the efficiency and effectiveness of the IT Service Management processes

Produce management information, including KPIs and reports

Monitor the effectiveness of IT Service Management and making recommendations for improvement

Develop and maintain the IT Service Management system

Update/Add new users and or groups

Drive, develop, manage and maintain the major incident process and associated procedures

Review and audit the process

Ensure that all IT teams follow the incident management process for every incident

Onboard new applications/customers onto the Incident Management process

Work with IT and their business partners to gather and review business requirements for process and tool improvements

Develop, deploy and maintain ITSM processes, procedures and templates

When needed develop and/or facilitate and/or support training for end user

Develop continuous improvement mechanism to collect feedback from all team members and turn the feedback into the improvement backlog

Develop strategies for the implementation and continuous improvement of process implementation projects

Work with IT teams to teach, coach, and mentor on Change Management, Incident Management, and Problem Management

Communicate expectations and standards to IT and business partners on Change, Incident and Problem management processes and policies

Develop internal improvement strategies for the supported teams

Report back to central team on progress of teams and identified needs in the supported IT organizations

All You'll Need For Success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor degree in a field such as business administration, computer science or business management
• 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
• Must have a strong knowledge of ITIL processes and project management experience
• Extensive background in measurements of IT, services, deliverables and inputs

Preferred Qualifications- Education & Prior Job Experience

• 5+ 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

Skills, Licenses & Certifications

• 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)

What You'll Get

Feel free to take advantage of all that American Airlines has to offer:

• 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

Feel Free To Be Yourself At American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at American.