Senior Analyst - PSS Toolkit

United Airlines•Houston, TX

About The Position

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 Strategic liaison between business stakeholders, product, and technology teams to identify opportunities that drive measurable business value Possess expertise in business domain, supports and has technical understanding of the business unit’s systems, capabilities, and respective technologies Works/Consults across multiple complex projects that require subject matter expertise Facilitate meetings with Technology and Business Leaders to develop needs and requirements Lead the design and authoring of comprehensive business requirements for large‑scale, cross‑functional technical initiatives, ensuring clear alignment between stakeholder needs, system capabilities, and long‑term product strategy. Conduct current-state and future-state process analysis to identify gaps, inefficiencies, and optimization opportunities Maintain communication with customer and team members and promote a team environment Functions as a project leader by providing direction, tools and process support to less senior employees Leverage emerging AI capabilities to inform product strategy, including evaluating where machine learning, automation, and generative AI can create user value, improve decision‑making, or unlock new product opportunities. Develops best practice solutions Develops compliance and adherence to protocols Utilize expertise in customer support platforms and operational tools (such as ticketing systems, CRM applications, or knowledge‑base technologies) to analyze workflows, identify friction points, and recommend product improvements that enhance support efficiency and user satisfaction.

Requirements

Bachelor's degree
Computer Science, Business or relevant field preferred
3+ years of related experience
Communication Skills- The ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, speaks and writes clearly and understandably at the right level
Teamwork - Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by contributing to discussions, developing and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer
Technical Expertise - Involves demonstrating a commitment to increasing knowledge and skills in current technical/functional area, keeping up to date on technical developments, staying informed as to industry practices, knowing how to apply relevant technical processes to appropriate business needs
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

Nice To Haves

Airline or Travel Industry background
Internal User Focus – Demonstrates a strong commitment to understanding the needs, workflows and pain points of internal stakeholders; gathers and applies user insights to drive process and product improvement; acts with internal users in mind; builds effective, trust-based relationships across teams.
Bring deep familiarity with metrics and reporting platforms such as Dynatrace, Power BI, or similar tools, using them to uncover performance insights, monitor product health, and translate complex data into clear, actionable recommendations.
Dedication - Involves demonstrating a desire to dedicate time and energy to accomplish goals, tasks, assignments, etc.
Will do what it takes to get things done
Is tolerant with people and processes, tries to understand the people and the data before making judgments and acting, sensitive to due process and proper approaches
Task Management - Delivers quality work on time, translates planning into action by following applicable established procedures or methodologies, proactively monitors and controls task status by collecting and analyzing task data to anticipate and address barriers, appropriately communicates and resolves or escalates any problems that arise.

Responsibilities

Strategic liaison between business stakeholders, product, and technology teams to identify opportunities that drive measurable business value
Possess expertise in business domain, supports and has technical understanding of the business unit’s systems, capabilities, and respective technologies
Works/Consults across multiple complex projects that require subject matter expertise
Facilitate meetings with Technology and Business Leaders to develop needs and requirements
Lead the design and authoring of comprehensive business requirements for large‑scale, cross‑functional technical initiatives, ensuring clear alignment between stakeholder needs, system capabilities, and long‑term product strategy.
Conduct current-state and future-state process analysis to identify gaps, inefficiencies, and optimization opportunities
Maintain communication with customer and team members and promote a team environment
Functions as a project leader by providing direction, tools and process support to less senior employees
Leverage emerging AI capabilities to inform product strategy, including evaluating where machine learning, automation, and generative AI can create user value, improve decision‑making, or unlock new product opportunities.
Develops best practice solutions
Develops compliance and adherence to protocols
Utilize expertise in customer support platforms and operational tools (such as ticketing systems, CRM applications, or knowledge‑base technologies) to analyze workflows, identify friction points, and recommend product improvements that enhance support efficiency and user satisfaction.