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Associate Analyst, IT Situation Management

Associate Analyst, IT Situation Management


Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 38512 


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
  • 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
What you'll do
  • 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 build the appropriate knowledgebase to leverage during situations
  • Supports accurate and consistent technical and management escalation processes
  • Follows Change Management process, join necessary bridge calls and understand 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
  • Travels, as required
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Associates 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

Preferred Qualifications- Education & Prior Job Experience

  • 2+ years of IT experience or equivalent
  • Airline industry experience, including business process and supporting technology
  • IT Situation Management experience/ Emergency Response Experience

Skills, Licenses & Certifications

  • 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
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: 38512 

Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

Job Segment: Manager, Engineer, Information Systems, Computer Science, Change Management, Management, Engineering, Technology

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