Senior Analyst - Information Technology (ServiceNow)

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 Senior IT Analyst works with IT and the business to gather requirements and plan work related to IT Asset Management and Field Services initiatives on the ServiceNow platform. In this role you will consult with stakeholders to facilitate the development of IT solutions and processes that effectively meet business and technology needs. This role involves working closely with partners to define and prioritize requirements and ensure that the solutions developed by IT align with business and technical strategies.

This is a hybrid work model (combination in-office and remote). Preference given to candidates based in Houston or Chicago.

• Possess expertise in the customer area he/she supports and has technical understanding of the business unit’s systems, capabilities, and respective technologies
• Facilitate meetings with Business and Technology stakeholders to understand needs, analyze processes, and gather/document requirements in the form of user stories
• Collaborate with developers and stakeholders to manage deliverables through established delivery process and framework
• Maintain communication with customer and team members and promote a team environment

• Prepare specified project documentation according to UAL IDF standards

• Works/consults across multiple complex projects that require subject matter expertise and is accountable for projects or programs with low to moderate risk 
• Determines solutions aligned with best practices and governance models
• Participates in the planning and solution design after requirements are gathered
• Functions as a project leader by providing direction, mentorship and support to less senior employees
• Develops and adheres to established compliance and principles