Engineer/Sr 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 on board!

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 Asset Management within the ITSM organization ensures that all technology assets—hardware, software, cloud, and OT—are accurately tracked, governed, and maintained throughout their lifecycle to support reliable service delivery and compliance. ITAM focuses on creating a trusted source of asset data by aligning inventories with discovery tools, CMDB structures, and operational processes, enabling better decision making, cost control, and risk reduction. This role emphasizes data integrity, platform reliability, and lifecycle enforcement by monitoring discovery pipelines, analyzing discrepancies, and engineering durable automation to resolve systemic issues. By partnering with engineering, cybersecurity, procurement, audit, and operations teams, ITAM enhances visibility into the technology estate, reduces risk, improves decision-making, and ensures assets effectively support business and IT objectives.

What you'll do

As noted above, 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.

• Serve as the subject-matter expert for systems such as ServiceNow CMDB, Tanium, Flexera, cloud provider APIs, and OT discovery platforms.
• Lead technical governance of enterprise asset discovery and CMDB data integrity across SAM and HAM domains
• Deploy, configure, and optimize infrastructure components (compute, storage, network, cloud services) that underpin ITAM/CMDB and discovery ecosystems.
• Develop, test, and document automation, scripts, and tooling that improve platform reliability, lifecycle management, and data quality while reducing manual processes.
• Architect resilient, scalable solutions including backup, disaster recovery, and failover patterns for mission critical platforms.
• Lead technical design for new infrastructure capabilities, integrations, and modernization initiatives across on prem, cloud, and hybrid environments.
• Conduct root cause analysis for infrastructure or data integrity issues and drive permanent remediation through design and engineering solutions.
• Establish and maintain platform observability through logging, monitoring, health checks, and validation workflows.
• Ensure infrastructure changes follow best practices for resiliency, security, supportability, and ITSM alignment.
• Evaluate vulnerabilities and operational weaknesses related to infrastructure and recommend mitigation strategies.
• Create and maintain detailed architecture diagrams, technical documentation, operational runbooks, and lifecycle standards.
• Guide engineering teams through infrastructure patterns, platform operations, DR design, and CMDB/asset related data flows.
• Champion reusability, standardization, and consistent architecture patterns across systems and integrations.
• Collaborate with cybersecurity, cloud engineering, audit, ITSM, and operations teams to deliver aligned, cross domain technical solutions.
• Provide technical leadership and mentorship, influencing design decisions and fostering engineering excellence across the organization.

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

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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 & Certifications

• Proficiency with the following technologies:
  • Deployment Technologies: Kubernetes, Docker
  • Source Control: GitHub, Azure DevOps
  • Cloud Providers such as Azure and AWS

• Ability to optimize solutions for performance, resiliency and reliability while maintaining an eye toward simplicity
• Ability to concisely convey ideas verbally, in writing, in code, and in diagrams
• Experience working within Agile methodologies (e.g., SCRUM) and DevOps toolchains, including Continuous Integration and Continuous Deployment
• Ability to analyze complex infrastructure and data integrity problems and engineer durable technical solutions.
• Experience supporting enterprise ecosystems spanning Software Asset Management (SAM), Hardware Asset Management (HAM), CMDB governance, and discovery platforms.
• Flexera One modules including IT Asset Management (ITAM), IT Visibility (ITV), SaaS Manager, Licensing, Reporting, Data Collection, and Administration
• Agent and agentless discovery, beacon configuration, and integrations with Azure, SCCM, JAMF, VMware, Archer, and Tanium
• Business Intelligence & Reporting using dashboards, Power BI, GraphQL queries, and SQL-based ETL pipelines
• Experience with Tanium administration, including the Tanium Asset module, and automation workflows.
• Proficiency in data integration and automation using REST APIs, GraphQL, PowerShell, SQL, and Bash, including ETL pipeline design, agent deployment automation, and advanced troubleshooting of discovery agents, beacon logs, and data collection processes.
• Experience with Dynatrace or equivalent monitoring tools in high-availability environments.

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.