Analyst - IT Operations

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

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.

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 reviews
• Participate in project teams as required to ensure operational support requirements are met prior to launching new applications into production
• Establish and maintain positive working relationships with development teams and business users

Delivery/Support

• Accept accountability for understanding of and, compliance with, IT Service Management practices including Incident, Problem, Change, and Release processes
• Demonstrate a solid working knowledge of supported applications including interfaces, applications dependencies, key data elements, business purpose, and impact when planned or unplanned outages occur
• Demonstrate 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 team
• Provide regular updates during incidents as required and detailed summaries after resolution which can be used during daily IT operations briefings and problem reviews
• Actively participate in incident resolution, change management activity, and problem reviews as required

Organizational Effectiveness / People

• Embrace the ideas presented in the Go Forward Plan and ensure daily activity aligns with the values this plan identifies.
• Participate in the development and assessment of individual and team goals
• Work with immediate manager to determine training plans necessary for technical and professional growth throughout the year

United 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!

• BS in Computer Science, Information Systems, related field, or equivalent work experience
• 2-5 years in an IT organization with experience in end user support or systems administration
• Communication 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 level
• Problem Solving – Demonstrates the ability to solve problems through a process of elimination and logical reasoning based on both experience and knowledge within their domain
• Working knowledge of ITIL Service Management concepts
• Working knowledge of their respective environment including basic knowledge of UNIX, LINUX, Windows, or mainframe systems
• Must be legally authorized to work in the United States for any employer without sponsorship

• ITIL Foundations Certification
• Experience with airline applications in a distributed or mainframe environment
• Basic understanding of application messaging and complex event processing
• Expert knowledge of the IT Service Management concepts and process.
• Proficient with the IBM zOS operating system with a working knowledge of MVS/JES commands
• Familiarity with ECS monitoring and CTM mainframe scheduling packages
• Proficient in JCL concepts and manipulation
• Knowledge of scripting for either UNIX or ORACLE platforms is desired

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. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodationsunited.com to request accommodation.