Description

United's Digital Technology team designs, develops, and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Our Values: At United Airlines, we believe that inclusion propels innovation and is the foundation of all that we do. Our Shared Purpose: "Connecting people. Uniting the world." drives us to be the best airline for our employees, customers, and everyone we serve, and we can only do that with a truly diverse and inclusive workforce. Our 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.

With multiple employee-run "Business Resource Group" communities and world-class benefits like health insurance, parental leave, and space available travel, United is truly a one-of-a-kind place to work that will make you feel welcome and accepted. Come join our team and help us make a positive impact on the world.

Job overview and responsibilities

The role of the Business Technical Analyst will work as part of the Customer Care Application IT team to support and maintain the systems that are used by our customer care agents. The Analyst will look for opportunities to improve customer care agent’s experiences and productivity through supporting application development. This position will work closely with the applications teams and business owners to support initiatives, application improvements, and management of application releases.

• Works to elicit high-level requirements and capture business needs through dialogue with business partners
• Clearly articulates and documents business requirements
• Translates business requirements into functional requirements applying a structured process (gathering, analyzing, documenting, and handling change)
• Leads analysis of requirements to determine the systems’ potential and defining the impact to other business units and systems while providing input to the development effort
• Maintains project requirements according to requirements management plan
• Partners with the business to identify the appropriate data sources and analysis methodology to meet business needs
• Supports applications and solutions delivery by participating in design reviews and walk-throughs to communicate requirements and validate proposed solutions
• Reviews product design documentation to ensure that requirements are accurate, unambiguous, and verifiable
• Assists in generating use cases/user stories to ensure that all functional requirements are collected
• Performs impact analysis and supports application testing, implementation and training activities throughout the process
• Works with outside vendors to deliver solutions
• Identifies any potential roadblocks on the project and proactively connect with project teams
• Gathers, structures, and analyzes data from multiple data sources

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.

Qualifications

Required

• Bachelor’s Degree with focus on Computer Science or a related area
• 3-5+ years experience as a business analyst
• Data analysis
• Good interpersonal, communication, and presentation skills with multiple levels
• Strong analytical and problem-solving skills
• Ability to work with multi-functional teams to provide data-driven solutions
• Ability to aggregate data and produce reports representing status and results
• Ability to prioritize, deal with ambiguity, and deliver measurable results in agile, fast-paced environment
• 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

Preferred

• Airline industry experience
• Experience working in large, multi-platform important IT environments that are sophisticated, diverse, and fast-paced
• Knowledge of database technologies and cloud services
• Proficient in MS Access and Excel