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United Airlines Technical Analyst - Business 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 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 utilizing a structured process (gathering, analyzing, documenting, and managing 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

  • 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 correct, unambiguous, and verifiable.

  • Assists in generating use cases/user stories to ensure that all functional requirements are captured

  • Proactively provides process improvement recommendations within a quickly evolving environments

  • 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 communicate with project teams

  • Gathers, structures, and analyzes data from multiple data sources.

  • Partners with the business to identify the appropriate data sources and analysis methodology to meet business needs


  • Knowledge of database technologies, and cloud services

  • Excellent interpersonal and communication skills

  • Ability to professionally interact with multiple stakeholder groups and levels

  • Capable of aggregating information and data and producing reports for representing status and results

  • Self-motivated and results-oriented

  • Demonstrable track record dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile, fast-paced environment

  • Excellent verbal, written and presentation skills

  • Strong analytical and problem-solving skills

  • Bachelor’s Degree with focus on Computer Science or a related area

  • +2 years of experience in working with a cross functional team to provide data driven solutions to the business

  • 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


  • Experience with Couchbase NoSQL database

  • Strong analytical skills including proficient use of MS Access / Excel

  • Ideal candidate will possess all the above qualifications, plus airline industry experience and a proven track record of working with departmental teams in large, multi-platform mission critical IT environments that are complex, diverse and fast paced

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

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled