Analyst/Sr 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!

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

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.

• 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)