Senior ITSM Problem Manager

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

We believe that inclusion propels innovation and is the foundation of all that we do. Uniteds Digital Technology team spans the globe and is made up of diverse 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.

*Please note that this is a hybrid position and requires in office attendance 2-3 days per week in Chicago.

The Senior ITSM Problem Manager will operate in a collaborative team-based environment, provides direction to less expert team members and outside contacts, including ensuring alignment to Information Technology Service Management (ITSM) and/or Information Technology Infrastructure Library (ITIL) processes for which the position is responsible, supporting Technology employees dependent on these processes via reporting and training, and implementing assigned duties as prescribed by operational documentation and manager direction. Supports Technology initiatives with focus on reliability, quality, and customer / end-user experience.

Prioritize problems based on impact and frequency. Manage operational problem task queues and ensure service level objectives (SLOs) are met.

Implement defined ITSM/ITIL Problem Management process(es) while helping drive direction on continual maintenance and improvement of these processes. Conduct presentations and training of internal and external staff. Prepare or update documentation as needed. Complete other related duties as assigned.

Provide occasional after-hours support as needed. Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing partner concern to management. Maintain United internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.

Develop and drive alignment to performance metrics for items such as Incident Trending, Root Cause, Risks, etc. Develop a detailed understanding of technology and its functions, processes and operations. Remain current on business and market trends that may affect the Department and business lines.

Participate in planning and implementing new projects, products, programs and plans to achieve short and long-term business objectives; develop project plans. Communicate optimally with collaborators regarding problem status and resolution. Promote an environment that supports diversity and reflects the United brand.

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

• Bachelors degree in Information Technology or Business Administration
• ITIL V3 or V4 Foundation Certification
• 10+ years of IT experience including 5+ years of experience coordinating all aspects of large-scale problem management investigations.
• Demonstrable experience of ITSM process definition and metrics.
• At least one year in a role having significant forward-planning responsibilities.
• Ability to achieve results through influence.
• Experience with data analysis and reporting tools (e.g., ServiceNow Performance Analytics, SQL, Excel, BI tools).
• IT service management processes and workflows.
• Good understanding of IT operations and ITIL disciplines
• Solid technical background with a deep proficiency of IT infrastructure and applications.
• Demonstrable experience in problem management and incident management.
• Knowledge of ITSM frameworks and standard processes.
• Excellent analytical and problem-solving skills as well as good communication.
• Must be legally authorized to work in the United States for any employer without sponsorship.

• Airline industry experience.

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodationsunited.com to request accommodation.