Analyst - IT Operations

United Airlines - Chicago, IL

Full-time - Entry Level

Chicago, IL

1,001-5,000 employees

Air Transportation

About the position

The Analyst - IT Operations role at United Airlines is focused on ensuring the availability and reliability of assigned applications within the IT domain. This position is integral to IT Service Delivery, encompassing incident, problem, and change management processes. The Analyst will work closely with cross-functional teams, assist in application deployments, and provide 24x7 support as a Subject Matter Expert (SME). The role emphasizes communication with business users and collaboration with development teams to maintain operational efficiency and application performance.

Responsibilities

• Ensure the availability of assigned applications within the IT domain.
• Accountable for IT Service Delivery including incident, problem, and change management.
• Interface with Application Development for deployments and incident resolution.
• Communicate with business users regarding activities impacting application availability.
• Provide 24x7 support through shift work or on-call as a Subject Matter Expert (SME).
• Work with cross-functional teams to resolve unplanned application outages.
• Participate in project teams to meet operational support requirements for new applications.
• Maintain positive relationships with development teams and business users.
• Understand and comply with IT Service Management practices.
• Assess the impact of outages to prioritize incidents and escalate as necessary.
• Provide regular updates during incidents and detailed summaries post-resolution.
• Actively participate in incident resolution and problem reviews.

Requirements

• Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent work experience.
• 2-5 years of experience in an IT organization with end user support or systems administration.
• Strong verbal and written communication skills for all levels of employees and management.
• Problem-solving skills through logical reasoning and experience.
• Working knowledge of ITIL Service Management concepts.
• Basic knowledge of UNIX, LINUX, Windows, or mainframe systems.

Nice-to-haves

• 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 IT Service Management concepts and processes.
• Proficient with the IBM zOS operating system and MVS/JES commands.
• Familiarity with ECS monitoring and CTM mainframe scheduling packages.
• Proficient in JCL concepts and manipulation.
• Knowledge of scripting for UNIX or ORACLE platforms.

Benefits

• 401(k)
• Parental leave