ITSM Data Engineer

Join us as a ITSM Data Engineer Lead to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

• Analyze large volumes of structured and unstructured ITSM data to uncover trends, and root causes of recurring service issues.
• Design, develop, and maintain models for ITSM datasets for all process areas
• Partner with Service Management and Operations teams to identify data driven opportunities for improving process efficiency, reducing ticket volumes, and enhancing resolution times.
• Build dashboards, reports, and data visualizations to communicate findings clearly to technical and non-technical stakeholders.
• Drive continuous improvement by identifying gaps in data quality and proposing enhancements to data collection and integrity practices
• Facilitate efforts to increase awareness and ensure adherence to ITSM processes by refining, creating, and assigning training modules for users

• Bachelor’s or Master’s degree in Data Science, Computer Science, Information Systems, or a related field.
• 8+ years of experience in data engineering or business intelligence, with at least 2 years focused on ITSM or IT Operational data.
• Strong knowledge of ITIL processes, particularly Incident, Problem, and Change Management
• Significant experience working with ITSM platforms (especially ServiceNow)
• Skilled in data visualization tools (especially Power BI)
• Familiarity with scripting languages for data manipulation and analysis
• Strong analytical mindset and problem-solving abilities, with a keen eye for detecting patterns and anomalies in large data sets
• Excellent communication with the ability to transfer complex data insights into clear, actionable recommendations.

• Competitive benefits package
• 2025 Benefits Summary
• Veterans encouraged to apply
• LI- NK1
• #AIGhiring

American International Group, Inc. (AIG) is a leading global insurance organization providing a wide range of property casualty insurance and other financial services.