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Title:  Engineer Service Management


Long Island City, NY, US, 11101

Req ID:  36782

IMPORTANT UPDATE:  As part of this commitment to health and safety, COVID-19 vaccines are required for all JetBlue employees.  New hire employees must be fully vaccinated prior to the start of training.



Position Title: Engineer IT Service Management


Position Summary

The Engineer IT Service Management –is primarily responsible for the implementation, performance, and effectiveness of the IT Service Management Processes.  This includes communication of the process and training of all resolver groups. Interfaces with, but is not limited to, IT managers, project managers, and other IT leaders, as relevant for the assigned product area. Additionally, they will be expected to be familiar with all other ITIL process disciplines – e.g., Incident Management, Problem Management, Knowledge Management, etc. They will cover these areas, and any other deemed necessary as part of ensuring skills are cross-trained and distributed throughout the ITSM Team.


Essential Responsibilities

  • Oversee and be responsible for the implementation and effectiveness of IT Service Management Processes. 
  • Evaluate the performance of those organizations that have a role(s) in the IT Service Management Processes.
  • Propose both quantitative and qualitative measures to assess the performance of IT Service Management Processes.
  • Align schedules across products to facilitate delivery of cross-product functionality in a logical, business-sensitive manner
  • Contribute to a culture of Continuous Service Improvement in constantly looking for ways to improve, automate, streamline and refine processes.
  • Track performance/effectiveness trends and recommend actions to remediate any negative trends.
  • Work with Project Teams to ensure that Release Management tasks are identified on the project plan and worked to completion.
  • Demonstrate ability in problem-solving.
  • Assist in prioritizing new development projects, enhancement projects for existing systems and systems maintenance projects
  • Works closely with various project teams, third-party vendors, and other groups to coordinate projects and activities and the integration of ServiceNow with the PPM tool to ensure a smooth handoff of the process from one tool to the other at the appropriate time in the project lifecycle.
  • Functions as a backup for Incident, Change, Knowledge, Configuration / Asset Management and Problem Management processes as required
  • Recognizes and identifies potential areas where existing policies and procedures require change
  • Provides guidance and assesses requirements for additional services and promotes use of IT services, where appropriate
  • Provides on-call support to cover ITSM responsibilities in rotation with other team members
  • Other duties as assigned


Minimum Experience and Qualifications

  • Bachelor’s Degree OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous work experience
  • ITIL v3 Foundation qualification or higher
  • Three (3) years’ ITSM experience
  • Familiarity with at least one ITSM tool
  • Ability to work well with others and complete tasks with minimal supervision
  • Ability to work effectively with all levels and in diverse environments
  • Ability to manage risk
  • Excellent verbal and written communication skills
  • Available for occasional overnight travel (10%)
  • Pass a ten (10) year background check and pre-employment drug test 
  • Legally eligible to work in the country in which the position is located


Preferred Experience and Qualifications

  • Working knowledge of ServiceNow Service Management tool.
  • Strong interpersonal, leadership and managerial skills, including the ability to motivate others
  • Ability to tailor communication style to different audiences and exercise good judgment in frequency and nature of communications to other parties (senior management, stakeholders, team members, etc.)
  • Ability to work in a high-pressure environment
  • Ability to rapidly resolve issues and recognize when escalation is necessary
  • Effective time management and prioritization skills
  • Excellent problem solving and structured thinking skills
  • Flexibility, agility and change management skills
  • Excellent customer service and an understanding of how IT is ultimately delivered to the Customer


Crewmember Expectations:

  • Regular attendance and punctuality
  • Potential need to work flexible hours and be available to respond on short-notice
  • Able to maintain a professional appearance
  • When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
  • Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
  • Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
  • Identify safety concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))



  • Computer and other office equipment

Work Environment:

  • Present for core business hours but on call for emergency situations

Physical Effort:  

  • Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)



Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City

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