Business Analyst - (15051) - PSS/PNR/EMD

Business Analyst

We are seeking a business analyst to join our team. This person will be expected to work with technical leads, scrum masters, and other analysts/product owners to provide a framework that will allow United to market and provide seats to interline customers. We are expecting someone with extensive airline industry knowledge of E-Tickets and EMDs. A strong candidate will have interline experience with E-Tickets and EMDs. This person will collaborate with other team members from start to finish: to obtain knowledge on how a project impacts our systems, how requirements should be implemented, working with project and delivery teams to draft and refine user stories, and working with developers and testers to ensure requirements are completed to plan. This roles goal will be to support the development team by explaining business expectations, explaining the current business model, and helping to design features. Finally, this candidate must be able to lead by example and integrate effectively with existing team members.

About the Team: The Electronic Miscellaneous Document (EMD) team at United Airlines is a 30-person division responsible for a complex system at the heart of the Commercial IT department. EMD is the source of truth for purchases of ancillary products by our customers, and as a result, are integral to the airline's daily operations. Our 40+ applications directly support the airline's ability to identify, track, and process revenue-related transactions, and are a backend input to all our customer- and agent-facing systems such as DotCom, Mobile, Navigator, Jet, and many more. The EMD team works collaboratively with numerous other teams within the airline, contributing to the company's commitment to excellence. The work that EMD successfully delivers is highly intricate due to the nature of the industry, requiring a deep understanding of various elements such as EMDs, electronic tickets (etickets), Passenger Name Records (PNRs), forms of payment, and the wide array of products and services offered by the airline. This role requires the ability to make direct connections between business processes and system architectures, as well as anticipating impacts beyond EMDs domain. We encourage our team members to be responsible, proactive, and have a deep curiosity of how things work. We have a philosophy that the best candidates want to know not just their system, but how their system will impact other systems in the overall ecosystem. The best candidates will drive decisions that will lead to a better world for not just EMD, but for the airline and its customers, and have a strong sense of ownership to deliver quality.

Key Responsibilities:

• Providing guidance, coaching, and mentorship to fellow product owners and analysts.
• Continue to grow technical skills, professional skills, and learn about the overall United ecosystem.
• Representing the EMD team in cross-team meetings, including project design discussions and troubleshooting sessions.
• Driving decisions and collaborating with other stakeholders to determine how features and projects should be implemented for Interline Paid Seats.
• Exemplifying professional excellence and driving quality-focused & sustainable deliverables.
• Gathering requirements.
• Working with technical developers to ensure thorough implementation of business specifications through intentionally crafted, iterative deliveries.
• Acting as a conduit between the technical team and management, effectively communicating progress, risks, and mitigation strategies.
• Demonstrating exceptional communication skills that foster a culture of collaboration, personal and team excellence, and articulate, concise dialogue.
• Aiding in the technical documentation and knowledge transfer on the team.
• Provide support to the software development team.
• Actively participate in agile and scrum processes.
• Work with developers to translate business requirements into technical specifications.
• Assist with the design and implementation of IT systems to meet business needs.
• Offer technical support to users and troubleshoot any reported problems.
• Abide by all the project and company guidelines and standards.

Qualifications & Skills Required:

• Bachelor's degree or 5+ years of relevant experience in an analysts role.
• Airline Industry technologies and concepts like EMD, PNR, ETKTs.
• Strong experience with interline EMDs and ETKTs.
• Strong experience with a PSS system like SHARES, Amadeus, or Sabre.
• Excellent written and verbal communication skills.
• Must be able to collaborate with various teams.
• Must be able to work under defined constraints.
• Ability to work independently and self-motivate.
• Must encourage and support team empowerment and a sense of shared ownership.
• Must proactively welcome feedback and experimentation for process or behaviors that are within the teams scope of control.
• Demonstrates an eagerness to learn.
• Successful completion of interview required to meet job qualification.
• Reliable, punctual attendance is an essential function of the position.
• Able to maintain a hybrid work model; physical attendance to Chicago or Houston office every week is mandatory.

Preferred:

• AWS or other Cloud Certifications.
• Exposure to Data Analytics.
• Familiarity with agile principles and means of achieving outcomes, and a willingness to work with agile coaches / scrum masters.
• Familiarity with payment processing.
• Familiarity with Confluence and LucidChart.
• Familiarity with querying MySQL.

Required Skills: -Prior airline experience -Strong documentation and requirements gathering experience.