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

ServiceNow 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 ServiceNow configuration and customization Workflow / Flow Designer configuration Business Rules, Client Scripts, Script Includes SLA configuration and reporting User roles, groups, and basic ACL configuration Experience in integrations (REST/SOAP) is an added advantage

LANGUAGE / COMMUNICATION SKILLS: Ability to effectively communicate both verbally and written with all levels within the organization Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship. Note: If the Company has reason to question an employee’s physical ability to safely and/or successfully perform the position’s essential job functions, the HR team generally will engage in an interactive process to determine whether a reasonable accommodation is appropriate. HR (working with the operation) ordinarily first speaks with the team member directly and they mutually identify the physical demands of the job that are or may be impacted by the employee’s obvious or known condition. Then, if necessary, HR would request medical documentation from the team member’s treating physician or others to confirm the employee’s ability to perform those essential job functions safely and successfully.

FEEL FREE TO BE YOURSELF AT AMERICAN: 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.

COMPETENCIES: Caring Collaboration Development Future Results