DescriptionThe 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
QualificationsWhat'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
