Analyst - NOC IT Support Field Service

United Airlines•Arlington Heights, IL

About The Position

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network. Come join us to create what’s next. Let’s define tomorrow, together. Description United's Digital Technology team is comprised of many talented 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. 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 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

Requirements

BS in Computer Science, Information Systems, related field, or equivalent work experience
2+ 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
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position

Nice To Haves

BS in Computer Science, Information Systems, related field, or equivalent work experience
ITIL Foundations Certification
Experience with airline applications in a distributed or mainframe environment
Basic understanding of desktop hardware configurations and support
Experience with application messaging and complex event processing
Expert knowledge of the IT Service Management concepts and process

Responsibilities

Responsible for the availability of assigned applications within their domain.
Accountable for all aspects of IT Service Delivery including incident, problem, and change management and ensure adherence to these processes by their peers.
Interface with Application Development to assist with deployments and incident resolution
Actively communicate with business users to advise them of activities which may impact application availability.
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.
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
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
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