Specialist, Technical Operations Support Desk (Ft Worth, TX, US)

Location: AA Headquarters 2 (DFW-HDQ2) 
Additional Locations: None
Requisition ID: 50691 

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 Tech Ops Support Desk Team within the Supply Chain Department of the Integrated Operations Division.
• Responsible for providing business assistance and support for incoming queries and issues related to Technical Operations, SCEPTRE, SAFE, APC, LMO, BLAST, and any other future Technical Operations' systems. This position also supports a customized working solution while trouble shooting problems and any application related issues. It provides system configuration support, open error logs, and works directly with end users to resolve and close them out.

What you'll do

• Facilitates the development of solutions for complex compliance performance problems involving multiple issues or individual items
• Captures requirements, tracks and resolves application/operational issues and utilizes appropriate tools to solve these with minimal supervision
• Provides periodic support and training to team members
• Recommends user friendly solutions when appropriate
• Builds relationships and coordinates cross-functionally with all Business owners, operations, and locations
• Escalates significant issues impacting users for prompt resolutions
• Coordinates and facilitates root cause analysis for system defects that impact systems reliability
• Outline's containment activities and short term alternate solutions as stop gap until corrective action is fully implemented
• Seeks out action plans and recommends actions to improve operational performance
• Identifies and resolves high priority and high-profile performance issues
• Provides support as an analytical resource
• Communicates system irregularities to the appropriate parties
• Interacts with Project Management and Business leadership teams to help set direction and determine priorities while working collaboratively with user groups
• Some travel required
• Must be able to work shift work and holidays in a 24/7 operation

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• High School diploma or GED equivalency
• 3 years' experience customer facing/service training and/or applied work experience

Preferred Qualifications- Education & Prior Job Experience

• Some college or customer service training
• Knowledge of American Airlines, Supply procedures with background in Inventory Control/Warehousing, Purchasing and Aircraft Maintenance

Skills, Licenses & Certifications

• Ability to handle a variety of operational systems issues and customer complaints
• Possesses an operational understanding of supply chain concepts, with work or internship experience applying those concepts
• Good customer facing and service skills
• Self-directed and resourceful with the ability to handle multiple, simultaneous tasks with exhibited follow through and initiative
• Understanding and use of technical tools for analysis, problem solving, and quality improvement
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, etc.

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: 50691 

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