Uniteds Digital Technology team designs, develops, and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Our Values: At United Airlines, we believe that inclusion propels innovation and is the foundation of all that we do. Our Shared Purpose: "Connecting people. Uniting the world." drives us to be the best airline for our employees, customers, and everyone we serve, and we can only do that with a truly diverse and inclusive workforce. Our team spans the globe and is made up of diverse individuals all working together with cutting-edge technology to build the best airline in the history of aviation.

With multiple employee-run "Business Resource Group" communities and world-class benefits like health insurance, parental leave, and space available travel, United is truly a one-of-a-kind place to work that will make you feel welcome and accepted. Come join our team and help us make a positive impact on the world.

Job overview and responsibilities

The Analyst will be responsible for the availability of assigned applications within their domain. They will be accountable for all aspects of IT Service Delivery including incident, problem, and change management and ensure adherence to these processes by their peers. They will interface with Application Development to assist with deployments and incident resolution and actively communicate with business users to advise them of activities which may impact application availability. They will provide 24x7 support through shift work as part of the IT Command Center or via on call support as a Subject Matter Expert (SME), depending on their assigned domain.

Interface:
Work with cross-functional teams throughout the IT division to isolate and resolve unplanned application outages, plan for scheduled changes, and assist with root-cause analysis during problem reviewsParticipate in project teams as required to ensure operational support requirements are met prior to launching new applications into productionEstablish and maintain positive working relationships with development teams and business usersDelivery/Support:
Accept accountability for understanding of and, compliance with, IT Service Management practices including Incident, Problem, Change, and Release processesDemonstrate a solid working knowledge of supported applications including interfaces, applications dependencies, key data elements, business purpose, and impact when planned or unplanned outages occurDemonstrate the ability to assess the impact of unplanned outages to properly prioritize incidents escalated to the Application Support team and the ability to escalate to Application Development when knowledge and skillsets have been exhausted by the teamProvide regular updates during incidents as required and detailed summaries after resolution which can be used during daily IT operations briefings and problem reviewsActively participate in incident resolution, change management activity, and problem reviews as requiredOrganizational Effectiveness / People:
Embrace the ideas presented in the Go Forward Plan and ensure daily activity aligns with the values this plan identifiesParticipate in the development and assessment of individual and team goalsWork with immediate manager to determine training plans necessary for technical and professional growth throughout the year

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates, and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status, and other protected status as required by applicable law.

Uniteds Digital Technology team designs, develops, and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Our Values: At United Airlines, we believe that inclusion propels innovation and is the foundation of all that we do. Our Shared Purpose: "Connecting people. Uniting the world." drives us to be the best airline for our employees, customers, and everyone we serve, and we can only do that with a truly diverse and inclusive workforce. Our team spans the globe and is made up of diverse individuals all working together with cutting-edge technology to build the best airline in the history of aviation.

With multiple employee-run "Business Resource Group" communities and world-class benefits like health insurance, parental leave, and space available travel, United is truly a one-of-a-kind place to work that will make you feel welcome and accepted. Come join our team and help us make a positive impact on the world.

Job overview and responsibilities

The Analyst will be responsible for the availability of assigned applications within their domain. They will be accountable for all aspects of IT Service Delivery including incident, problem, and change management and ensure adherence to these processes by their peers. They will interface with Application Development to assist with deployments and incident resolution and actively communicate with business users to advise them of activities which may impact application availability. They will provide 24x7 support through shift work as part of the IT Command Center or via on call support as a Subject Matter Expert (SME), depending on their assigned domain.

Interface:
Work with cross-functional teams throughout the IT division to isolate and resolve unplanned application outages, plan for scheduled changes, and assist with root-cause analysis during problem reviewsParticipate in project teams as required to ensure operational support requirements are met prior to launching new applications into productionEstablish and maintain positive working relationships with development teams and business usersDelivery/Support:
Accept accountability for understanding of and, compliance with, IT Service Management practices including Incident, Problem, Change, and Release processesDemonstrate a solid working knowledge of supported applications including interfaces, applications dependencies, key data elements, business purpose, and impact when planned or unplanned outages occurDemonstrate the ability to assess the impact of unplanned outages to properly prioritize incidents escalated to the Application Support team and the ability to escalate to Application Development when knowledge and skillsets have been exhausted by the teamProvide regular updates during incidents as required and detailed summaries after resolution which can be used during daily IT operations briefings and problem reviewsActively participate in incident resolution, change management activity, and problem reviews as requiredOrganizational Effectiveness / People:
Embrace the ideas presented in the Go Forward Plan and ensure daily activity aligns with the values this plan identifiesParticipate in the development and assessment of individual and team goalsWork with immediate manager to determine training plans necessary for technical and professional growth throughout the year

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates, and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status, and other protected status as required by applicable law.

Required

BS in Computer Science, Information Systems, related field, or equivalent work experience2-5 years in an IT organization with experience in end user support or systems administrationCommunication Skills- The ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, speaks and writes clearly and understandably at the right levelProblem Solving – Demonstrates the ability to solve problems through a process of elimination and logical reasoning based on both experience and knowledge within their domainWorking knowledge of ITIL Service Management conceptsWorking knowledge of their respective environment including basic knowledge of UNIX, LINUX, Windows, or mainframe systemsMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

Preferred

BS in Computer Science, Information Systems, related field, or equivalent work experienceITIL Foundations CertificationExperience with airline applications in a distributed or mainframe environmentBasic understanding of application messaging and complex event processingExpert knowledge of the IT Service Management concepts and processProficient with the IBM zOS operating system with a working knowledge of MVS/JES commandsFamiliarity with ECS monitoring and CTM mainframe scheduling packagesProficient in JCL concepts and manipulationKnowledge of scripting for either UNIX or ORACLE platforms is desired

Required

BS in Computer Science, Information Systems, related field, or equivalent work experience2-5 years in an IT organization with experience in end user support or systems administrationCommunication Skills- The ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, speaks and writes clearly and understandably at the right levelProblem Solving – Demonstrates the ability to solve problems through a process of elimination and logical reasoning based on both experience and knowledge within their domainWorking knowledge of ITIL Service Management conceptsWorking knowledge of their respective environment including basic knowledge of UNIX, LINUX, Windows, or mainframe systemsMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

Preferred

BS in Computer Science, Information Systems, related field, or equivalent work experienceITIL Foundations CertificationExperience with airline applications in a distributed or mainframe environmentBasic understanding of application messaging and complex event processingExpert knowledge of the IT Service Management concepts and processProficient with the IBM zOS operating system with a working knowledge of MVS/JES commandsFamiliarity with ECS monitoring and CTM mainframe scheduling packagesProficient in JCL concepts and manipulationKnowledge of scripting for either UNIX or ORACLE platforms is desired