American Airlines Engineer/Senior Engineer, IT Service Management in Ft Worth, Texas

Location: AA Headquarters 1 (DFW-HDQ1)

Additional Locations: None

Requisition ID: 18768


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This Engineer/Senior. Engineer, IT Service Management (SACM) will work in the IT Enterprise Technology organization to assist with the definition and delivery of IT Service Management solutions within AA. The specific job requirements will focus on the design and control of Service Asset and Configuration Management (SACM) processes, including how they interact with other ITIL processes, such as Incident Management, Change Management, and Request Fulfillment.

Specifically you’ll do the following:

  • Assume the role of Product Owner for Asset and Configuration Management at American Airlines

  • Participate in the development of a strategy and process framework for delivery of Asset and Configuration Management platforms and processes

  • Collaborate with customers to collect business and functional requirements, gather external data source integration requirements, and engineer process solutions for Asset and Configuration Management

  • Provide requirements to and collaborate with the Enterprise Infrastructure teams who will be delivering technical solutions to support defined Asset and Configuration Management processes

  • Monitor implemented Asset and Configuration Management processes and data, participate in process audits, interpret the findings, and participate in appropriate action plans

  • Maintain current knowledge of relevant ITSM practices and technologies

  • Participate in continuous process improvement in all areas of IT Enterprise Infrastructure


  • Bachelor's degree or equivalent required; ITIL certification preferred

  • 5+ years’ experience supporting Asset and Configuration Management processes

  • Strong knowledge of ITIL and SACM concepts; strong understanding of and experience with Asset Management and Software Licensing

  • Experience with the design and delivery of IT Service Management solutions using tool suites such as ServiceNow, Remedy, and Cherwell

  • Experience with Cherwell, Flexnet, and uCMDB strongly preferred

  • Experience delivering projects using Agile development processes

  • Good understanding of enterprise business processes; knowledge of business unit functions and cross-group relationships

  • Strong organizational, planning, and analytical skills required

  • Self-motivated; able to work independently on multiple assignments

  • Excellent communication skills, both verbal and written; able to communicate effectively with multiple management layers and across a broad base of users

  • Understanding of business needs in a shared service or outsourced environment

Additional Locations: None

Requisition ID: 18768

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.