20 days old

Analyst/Senior Analyst, IT Situation Management

American Airlines
Fort Worth, TX 76102

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 35971 


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
  • Situation Management is a 24x7x365 team that is responsible for facilitating the communication during and resolution of a production situation that has impact to AA’s operations, employees or customers
  • The role is a part of the Information Technology team within our Information Technology Division
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.

  • Assist in the Situation Management process for critical situations within the expectations of the Incident and Problem policies and standards
  • Take timelines of critical events during outages in accordance with Problem Management policies
  • Assist Sr Analysts in build the appropriate knowledgebase to leverage during situations
  • Support accurate and consistent technical and management escalation processes
  • Follow Change Management process, join necessary bridge calls and understand points of escalation
  • Work hours based on the shift schedules as a member of the 7x24 team and based on the needs of the operation
  • Travel, as required
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelor Degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training
  • 1 year of Situation Management experience or Emergency Response Experience

Preferred Qualifications- Education & Prior Job Experience

  • 4+ years of IT experience or equivalent
  • Airline industry experience, including business process and supporting technology
  • IT Situation Management experience/ Emergency Response Experience

Skills, Licenses & Certifications

  • Proven ability to build, cultivate, and promote strong relationships with internal customers at all levels of the organization, as well as with IT counterparts, business partners, and external groups
  • Proficiency in handling operational issues effectively and understanding escalation, communication, and crisis management
  • Demonstrated call control and situation management skills under fast-paced, highly dynamic situations
  • Knowledge of basic IT and Airline Ecosystems
  • Understand SLA’s, engagement process and urgency needed to engage teams during critical situations
  • Strong knowledge of Incident Management process in AA
  • Ability to draft and formalize documentation, work collaboratively to develop and enhance processes
  • Strong organizational skills
  • Ability to work independently and manage one’s time to meet commitments and expectations
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.

Additional Locations: None
Requisition ID: 35971 


Posted: 2019-12-31 Expires: 2020-01-30

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Analyst/Senior Analyst, IT Situation Management

American Airlines
Fort Worth, TX 76102

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