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United Airlines Analyst - Information Technology ServiceNow in Chicago, Illinois

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The United IT team designs, develops and maintains massively scaling technology solutions that are brought to life with innovative architectures, data analytics and digital solutions.

Job overview and responsibilities

The ServiceNow analyst works with IT and the business to gather requirements and plan workflows related to requesting new products and services through the ServiceNow service catalog. They are also responsible for supporting process improvements to these services to maximize value and align with organizational goals and best practices.

  • Gather and define business requirements in the form of Agile user stories with acceptance criteria

  • Discuss and review requirements with developers and business stakeholders

  • Manage requirements throughout the Agile delivery cycle

  • Perform functional tests on defined user stories

  • Coordinate user acceptance testing and signoff

  • Define process flows and document flow diagrams

  • Identify opportunities for automation and improvement of existing processes

  • Document user/system interactions, system features, and other technology-focused deliverables as needed

  • Define, manage, and report on service KPI’s

  • Develop and manage communications and reports as needed


  • Bachelor's Degree in Information Technology or related field

  • 2-3 years of experience with ServiceNow

  • Experience with Agile delivery methodologies, especially writing requirements in the form of user stories

  • Experience with defining forms, processes and automation flows

  • Strong analytical skills

  • Strong written and verbal communication skills

  • Computer skills

  • 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


  • 3-5 years of IT experience

  • Experience with ServiceNow Flow Designer and/or Process Automation Designer

  • Experience creating reports and dashboards in ServiceNow

  • Experience or familiarity with Visual Task Boards in ServiceNow

  • Experience or familiarity with ServiceNow modules such as CMDB and Knowledge

  • Familiarity with ServiceNow Integration Hub

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled