ITSM Data Engineer (ServiceNow)

Job description

At AIG, we are reimagining the way we help customers to manage risk.

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.

Who we are:
American Internation Group, Inc.

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

We provide world-class products and expertise to businesses and individuals in more than 200 countries and jurisdictions through AIG operations, licenses and authorizations as well as network partners.

And we are committed to using our insights and thought leadership to not only manage risks, but to make real positive differences in every community we serve.



How you will create an impact
We are looking for a highly skilled and analytical ITSM Data Engineer to lead data mining and analytics efforts across all core IT Service Management process areas.

This role will play a pivotal part in transforming raw ITSM data into actionable insights that improve service quality, operational efficiency, and end user experience.

The ideal candidate is a data- driven problem solver with a strong understanding of ITIL processes and the ability to collaborate across technical and business teams to identify improvement opportunities.


+ 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


What you’ll need to succeed

+ 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.


Ready to take your career to the next level?

We would love to hear from you.


This position is eligible for a bonus in accordance with the terms of the applicable incentive plan.

In addition, we're proud to offer a range of competitive benefits, a summary of which can be viewed here: 2025 Benefits Summary


Veterans encouraged to apply

LI- NK1

#AIGhiring #ITSMDataEngineer


At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office.

This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.




Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset.

We know how important it is to protect and invest in what’s most important to you.

That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.


Reimagining insurance to make a bigger difference to the world

American International Group, Inc.

(AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks.

It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers.

At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential.

We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.


Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals.

We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs).

With global chapters, ERGs are a cornerstone for our culture of inclusion.

The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.


AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.


AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.

If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.










Functional Area:




IT - Information Technology


AIG GLOBAL OPERATIONS, INC.

Required Skill Profession

Other General