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United Airlines Assoc Analyst - Problem Management in Chicago, Illinois

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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

This position will work closely with the Problem Management Managers to support the improvement of stability of United's IT environment by proactively conducting reviews of United's IT incidents by using trending and analysis. This position will also support the analysis of flight delays and reporting out in daily meetings.

  • Responsibilities of Assoc Analyst - Problem Management - IT Problem Management may be accomplished in one of the following ways based on process guidelines:

  • Performed directly by Assoc Analyst - Problem Management

  • Review and coordinate IT flight delay research on a daily basis

  • Facilitate or coordinate Problem reviews

  • Delivery/Support: Ensure IT Operational Stability

  • Support United's IT Problem Management team when facilitating cross-functional investigation teams comprised of co-workers from any IT department, vendor or business unit, depending upon each problem's impact and potential root cause

  • Gain a full understanding of our flight delay process and be ready to support any recode requests as needed

  • Use root cause analysis techniques to proactively identify issues and push for escalation to service owners before they result in service impact

  • ITSM Problem Management and Administrative: Monitor IT Problem Management performance by Portfolio for efficiency and effectiveness.

  • Continuously evolve IT Problem Management processes using industry best practices and established frameworks, ensuring ownership, accountabilities and measurable benefits are established for each Portfolio

  • Organizational Effectiveness / People: Produce required Problem Management / Flight Delay reporting, at appropriate frequencies, for use by IT co-workers, IT managers, IT senior leadership and Business Partners.

  • Provide motivation to cross-functional teams of co-workers to promote engagement in finding root cause for operational issues

  • Key Performance Metrics for the Assoc Analysis - IT Problem Management includes the following:

  • Focus on problems identified as risks to IT’s services

  • Provide proactive root cause analysis

  • Overall increase in IT Operational Stability

  • Support the reduction of IT Flight Delays


  • 1+ years experience in Information Technology

  • BA degree or any combination of equivalent education, experience, and formal training that allows the candidate to meet the requirements of the job.

  • Must have ability to think creatively

  • Organized and thorough in planning and documentation

  • Able to adapt to changing environments. Must have superior written and verbal communication skills.

  • Knowledge of Microsoft office application

  • 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


  • 1 + years airline experience

  • ServiceNow experience

  • Airline knowledge

  • Customer Service, Ramp Service or Station Operations experience

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

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled