Associate Analyst, IT Situation Management (Ft Worth, TX, US)

Location: AA Headquarters 2 (DFW-HDQ2) 
Additional Locations: None
Requisition ID: 27922 

Overview

Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

 

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people. 

 

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

 

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Information Technology team, within the Information Technology Division. 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.

 

Specifically, you'll do the following:

• Assists in the Situation Management process for critical situations within the expectations of the Incident and Problem policies and standards
• Takes timelines of critical events during outages in accordance with Problem Management policies
• Understands SLA’s, engagement process and urgency needed to engage teams during critical situations
• Strong knowledge of Incident Management process in AA
• Assists Sr Analysts in building the appropriate knowledge base to leverage during situations
• Supports accurate and consistent technical and management escalation processes
• Follows Change Management process, joins necessary bridge calls and understands points of escalation
• Performs other duties and projects as assigned
• Works hours based on the shift schedules as a member of the 7x24 team and based on the needs of the operation
• Travel, as required

Qualifications

Required Qualifications

• Associate's 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
• 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
• 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

 

Preferred Qualifications

• 2+ years of IT experience or equivalent
• Airline industry experience, including business process and supporting technology
• IT Situation Management experience/Emergency Response Experience
• Ability to effectively explain technical concepts and adjust messaging based on the audience
• Ability to influence through outstanding interpersonal skills, collaboration and negotiation skills
• Ability to work well within a team environment, as well as independently with minimal supervision

Additional Locations: None
Requisition ID: 27922 

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