Service Desk Support & Automation Specialist

United Ground Express • Chicago, IL

10d • Onsite

About The Position

Service Desk Support and Automation Specialist - provides IT support for employees across 60+ U.S. locations, focusing on delivering an exceptional IT experience for this United Airlines subsidiary. Based in Chicago, this role generally involves managing technology services, troubleshooting, and supporting operations.

Requirements

• Associate or Bachelors' degree
• Certification in Information Technology Infrastructure Library (ITIL)
• Experience with establishing and driving ITIL processes and creating standard support Service Level Agreements (SLA)
• Excellent communication and vendor management skills.
• Strong analytical and problem-solving abilities.
• Ability to collaborate across departments and manage multiple projects simultaneously.
• Experience with Fresh Service product suite
• Experience with Freshservice platform, updating forms and orchestration to support changing business needs
• Experience with low-code platforms (Workato preferred) to support automated processing for selected ticket types
• Excellent Troubleshooting skills
• Demonstrates ability to produce detailed solutions for a technical audience and produce clear, written communication for a non-technical audience
• Ability to work independently and as part of a team

Nice To Haves

• Previous experience managing vendors

Responsibilities

• Provide IT support to geographically dispersed teams, ensuring functionality and efficiency of systems
• Manage technology solutions for UGE's rapidly expanding fast-paced airport operations, utilizing our Freshservice service request environment: workspaces, forms, custom objects, and orchestration
• Collaborate with other business unit leaders to develop appropriate action plans to improve employee experience
• Build and maintain relationships with outside vendors and subcontractors
• Review Knowledge Base articles for process compliance and information detail
• Other duties as assigned

Benefits

• Flight privileges: Our employees and their families can fly anywhere in the world on stand-by across United Airlines’ amazing global network.
• Discount Program: 20% off for flight tickets with United Airlines
• Vacation, Sick Time, and Floating Holidays
• Access to Medical Plan Options including PPO, Dental, Vision, Personal Accident, and Life Insurance
• Flexible Spending Accounts, Long Term Disability
• 401(k)
• Paid Training
• Paid parking or transportation assistance
• Participation in the UGE annual incentive plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree