Engineer -IT Service Management T500-23642

Position: Engineer -IT Service Management [T500-23642]
About American Airlines:
To Care for People on Life's Journey®. Together with our American Eagle regional partners, we offer thousands of flights daily to more than 350 destinations in more than 60 countries.
American Airlines is transforming the way it delivers technology to its customers and team members worldwide.
American’s Tech Hub in Hyderabad, India, is our latest technology office location and home to team members who drive technical innovation and engineer unrivalled digital products to best serve American’s customers and team members. With U.S. tech hubs in Dallas-Fort Worth, Texas and Phoenix, Arizona, our new team in Hyderabad, India enables better support of our 24/7 operation and positions American to deliver industry-leading technology solutions that create a world-class customer experience.

Engineer, IT Service Management
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 onboard!

WHY YOU’LL LOVE THIS JOB:
As one diverse, high-performing team dedicated to technical excellence, you will focus relentlessly on delivering unrivaled digital products that drive a more reliable and profitable airline.
IT Service Management (ITSM) encompasses a comprehensive set of practices, policies, and procedures designed to effectively manage and deliver IT services within an organization. This strategic approach emphasizes the entire lifecycle of IT services—from planning and design to deployment, operation, and continuous improvement. By prioritizing alignment with business objectives, ITSM ensures that IT services not only meet the technical requirements but also address the needs of end-users, enhancing overall user satisfaction and productivity.

WHAT YOU’LL DO:

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.
Write, test, and document technical work products (e.g. code, scripts, processes) according to organizational standards.
Focus on enhancing the reliability, quality, reusability, and craftsmanship of products and systems.
Break down complex designs and systems to anticipate potential issues and guide the team in best practices improving reliability, security, and observability in systems under development.
Observe the environment and identify problems, and opportunities for new approaches during root cause analysis.
Design and implement self-contained systems within the team’s domain.
Define test suites and instrumentation to ensure latency and availability targets are met.

ALL YOU’LL NEED FOR SUCCESS:

Minimum Qualifications – Education & Prior Job

Experience:

Bachelor's degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training
3+ years of experience designing, developing, and implementing large-scale solutions in production environments

Preferred Qualifications – Education & Prior Job

Experience:

Master's degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training
Airline Industry experience

Skills, Licenses, and

Certifications:

Strong experience in  Service Now ITSM modules
Incident Management
Problem Management
Change Management
Service Catalog
Request Management
Good understanding of IT Service Management (ITSM) processes
Strong knowledge of ITIL framework
Service Now configuration and customization
Workflow / Flow Designer configuration
Business Rules, Client Scripts, Script Includes
SLA…