Find your future at United We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000 connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.
Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.
Create what’s next with us. Let’s define tomorrow together.
We believe that inclusion propels innovation and is the foundation of all that we do. Uniteds Digital Technology 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. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.
Key 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, specifically incidents, problems and change management, while ensuring alignment to standard processes by their peers. They will collaborate with application development teams to assist with deployments and incident resolution, actively communicating 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 an understanding 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 accurately prioritize incidents raised to the Application Support team and the ability to escalate to Application Development when knowledge and abilities have been exhausted by the teamProvide 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:
Adopt 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 manager to identify training plans for technical and professional growth throughout the yearUnited values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes We are always looking for individuals who will bring something new to the table
Find your future at United We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000 connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.
Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.
Create what’s next with us. Let’s define tomorrow together.
We believe that inclusion propels innovation and is the foundation of all that we do. Uniteds Digital Technology 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. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.
Key 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, specifically incidents, problems and change management, while ensuring alignment to standard processes by their peers. They will collaborate with application development teams to assist with deployments and incident resolution, actively communicating 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 an understanding 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 accurately prioritize incidents raised to the Application Support team and the ability to escalate to Application Development when knowledge and abilities have been exhausted by the teamProvide 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:
Adopt 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 manager to identify training plans for technical and professional growth throughout the yearUnited values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes We are always looking for individuals who will bring something new to the table
What’s needed to succeed (Minimum Qualifications):
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 administrationThe 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 levelDemonstrates the ability to solve problems through a process of elimination and logical reasoning based on both experience and knowledge within their domainGood understanding of ITIL Service Management conceptsGood understanding 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 a crucial function of the positionWhat will help you propel from the pack (Preferred Qualifications):
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 processingKnowledge of the IT Service Management concepts and processProficient with the IBM zOS operating system with a solid grasp 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 desiredWhat’s needed to succeed (Minimum Qualifications):
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 administrationThe 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 levelDemonstrates the ability to solve problems through a process of elimination and logical reasoning based on both experience and knowledge within their domainGood understanding of ITIL Service Management conceptsGood understanding 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 a crucial function of the positionWhat will help you propel from the pack (Preferred Qualifications):
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 processingKnowledge of the IT Service Management concepts and processProficient with the IBM zOS operating system with a solid grasp 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