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United Airlines Analyst - Information Technology in Houston, Texas

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Information Technology

The United IT team designs, develops and maintains massively scaling technology solutions that are brought to life with innovative architectures, data analytics and digital solutions.

Job overview and responsibilities

As an Analyst of IT Tech Ops Support, you are responsible for supporting the Incident Management processes within the IT Service Management organization. You possess expertise in the Technical Operations customer area and have a technical understanding of the critical technical systems, capabilities, and respective technologies to support operations. You analyze customer processes and requirements, prepare specified documentation according to ITIL, SDLC, and Agile standards, maintain communication with customer and team members and drive support items quickly to resolution.


• Performing business impact analyses for all existing and new defects

• Ensuring that all IT service continuity management plans, risks and activities underpin and align with all business continuity management plans, risks and activities, and are capable of meeting the agreed and documented targets under any circumstances

• Performing risk management to prevent and remediate critical incidents and outages

• Supporting business requirements and manage change implementation

• Undertaking quality reviews of all procedures and process re-engineering

• Managing relationships with other IT departments and vendor support

• Attending CAB meetings when appropriate

• Performing retrospective and post-mortem reviews of incidents

• Identifying and analyzing patterns of business activity to understand the levels of demand that will be placed on a service

• Defining and analyzing user profiles to understand the typical profiles of demand for services from different types of user

• Ensuring that adequate resources are available at the appropriate levels of capacity to meet the demand for services

• Anticipating and preventing or managing situations where demand for a service exceeds the capacity to deliver it

• Gearing the utilization of resources that deliver services to meet the fluctuating levels of demand for those services

• Ensuring that all knowledge items are made accessible to those who need them in an efficient and effective manner

• Planning and managing support for knowledge management tools and processes

• Encouraging people throughout the service provider to contribute knowledge to the service knowledge management system

• Setting direction and providing a framework through which improvement objectives can be delivered

• Defining and creating reports on key performance indicators (KPIs) and performance metrics

• Drive Change Management and Incident Management following ITIL principles

• Support effective & proactive incident management (incident classification, prioritization & escalation management)

• Ability to lead proactive incident identification and prevention efforts, ensuring corrective actions are being taken to avoid recurring incidents and minimize business impact.

• Ensure regular customer-focused communications are provided and appropriate (alerts, statements, briefings)

• Providing regular reporting and metrics covering Incident Management for key stakeholders, suppliers and staff

• Ability to lead process improvement initiatives across Service Management and other technology teams.

• Ability to effectively collaborate with other interfacing teams and business partners to maintain and improve incident management processes and track incident metrics.

• Produce management information and recommendations to enable visibility of business performance and adherence to contracted service levels.

• Support the review and establishment of application SLAs and OLAs.

• Responsible for ongoing development of the Incident Management processes

• Works on one or more moderate to complex projects

• Provides Process Support

• Knowledge in own discipline

• Requires moderate guidance

• Provides basic support and solutions

• Makes decisions within guidelines & policy

• May manage tasks of limited scope

• Assist in planning and design of solutions via requirements gathering

• Create simple workflow models and process maps based on input from multiple sources

• Lead meetings with Technology and Business Partners to gather needs and requirements

• Aligns process/procedures to best practice solutions

• Analyzes efficiencies and effectiveness of current solutions

• Document training programs and knowledge articles

• Basic understanding of business principles (United systems)

• Identifies problems/issues and finds solutions

• Monitors compliance and adherence to principles

• Partners with business managers

• Ensures work is within project scope

• Document service levels



•Bachelors Degree in Computer Science, Information Systems, or Business Administration

Knowledge and Skills:

• Ability to lead meetings between Technology and Tech Ops to solve problems, document requirements and business solutions

• Technical Documentation skills

• Knowledge of TFS

• Knowledge of .net applications and web applications architecture

• Knowledge of ServiceNow platform

• Knowledge of ITIL foundation principles

• Knowledge of Agile development methodology

• Basic understanding of Agile/Iterative Development documentation practices

• Effective verbal and written communication Skills

• Integrity and Trust

• Teamwork

• Technical Expertise

• Customer Focus

• Partners with the Business

• Excellent Task Management


• Required 2-5 years of IT and/or business experience, or any equivalent combination of experience, education, and/or training.

• 2+ years of ITSM organization experience (specifically in Application Support), including documentation experience, user workflow processes, business requirements, knowledge articles, incident management, impact analysis, ITIL foundation, and Agile workflows

• At least 1 year of Microsoft TFS and ServiceNow experience


• Must be legally authorized to work in the United States for any employer without sponsorship

• Successful completion of interview required to meet job qualification

• Reliable, punctual attendance is an essential function of the position

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled