Associate Business Analyst, IT (Phoenix, AZ, US)

Location: Regents Centre North (PHX-52N1) 
Additional Locations: None
Requisition ID: 29299 

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. The AA Global Situation Center (GSC) is a 24x7x365 team that is responsible for early detection of potential IT related incidents to prevent impact and reduce MTTR, provide data to Situation Management to assist in the determination of impact and severity, enrich data in the various tools we leverage and participate in review of priority incidents after we are out of impact to identify areas for improvement to drive early detection and response.

 

Specifically, you'll do the following:

• Responds to incoming GSC hotline phone calls from application teams, support teams or vendors
• Documents details from phone calls to properly assess impact and provide to Situation Management
• Maintains detailed timelines of events that occur during a Severity incident
• Supports accurate and consistent technical and management escalation processes
• Assists Situation Management with Severity calls
• Position is shift based within a 24x7x365 team; shifts may be day, evening, or overnight, including weekends and holidays

Qualifications

Required Qualifications

• 2 years Help Desk and/or customer service experience
• 2 years troubleshooting experience with service desk environments
• Ability to type at the rate of 40 words per minute
• Strong problem solving, customer service and interpersonal skills
• Ability to perform in a collaborative, team based environment
• Ability to draft and formalize documentation
• Ability to work independently and manage one’s time

 

Preferred Qualifications

• Associate's Degree in Computer Science, Information Systems, or other related field or equivalent work experience/training
• Airline experience
• Ability to explain technical concepts and adjust messaging based on the audience, including non-technical groups

Additional Locations: None
Requisition ID: 29299 

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