Senior Analyst - Digital Reliability

About the role

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. 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.

Responsibilities

The Digital Reliability team provides support for digital products including united.com, mobile app, online check-in, and kiosks. The Senior Analyst, Digital Reliability is responsible for support for current functionality and reliability of the digital touch-point applications and services. The Senior Analyst will primarily participate in error research and analysis. The Senior Analyst will also provide direction and guidance for core support engineers.

• Intake quality issues from key stakeholders including Reservations/Call Centers, Merchandising, Digital Products and Loyalty
• Perform research and analysis and open work items with details for the appropriate development team
• Represent the Digital Reliability team as a subject matter expert and provide support for the Core Support team working on defects
• Work closely with contact center teams to identify issues impacting customers and communicate updates and work-arounds back to the agent groups

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree
• Computer science, information technology, data science
• 2+ years of experience working within the airline business, ecommerce, or technology support
• Experience with Jira, ServiceNow, Quantum Metric, or similar technologies
• Analytical thinking skills; ability to focus deeply on details; knowledge of computers and software operation
• Ability to work a hybrid schedule (2-3 days per week in office)
• 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

What will help you propel from the pack (Preferred Qualifications):

• Master's degree
• Computer science, information technology, business, commerce
• 4+ years of experience working within the airline business, ecommerce, or technology support
• Knowledge of airline reservations systems; and/or web-based application functionality; data analytics, defect management systems

Pay and Benefits

The base pay range for this role is $81,795.00 to $106,602.00. The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards. You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.