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

Location: Regents Centre North (PHX-52N1) 
Additional Locations: None
Requisition ID: 41797 

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

• ​This job is a member of the Information Technology Team within the Information Technology Division.
• 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

What you'll do

• 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.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• 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

Preferred Qualifications- Education & Prior Job Experience

• Associate's Degree in Computer Science, Information Systems, or other related field or equivalent work experience/training
• Airline experience

Skills, Licenses & Certifications

• 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

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: 41797 

Apply Now