Service Desk Support & Automation Specialist

What to expect:

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.

 

How you will make an impact:

 

Key Responsibilities and Requirements

• Support & Oversight: Provide IT support to geographically dispersed teams, ensuring functionality and efficiency of systems
• System Management: Manage technology solutions for UGE's rapidly expanding fast-paced airport operations, utilizing our Freshservice service request environment: workspaces, forms, custom objects, and orchestration
• Environment: Fast-paced environment requiring strong collaboration and communication, often closely integrated with internal stakeholders and low-code automation technology
• 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
• Experience with establishing and driving ITIL processes, and creating standard support Service Level Agreements (SLA)
• Collaborate with other business unit leaders to develop appropriate action plans to improve employee experience
• Build and maintain relationships with outside vendors and subcontractors
• Previous experience managing vendors
• Excellent Troubleshooting skills
• Demonstrates ability to produce detailed solutions for a technical audience and produce clear, written communication for a non-technical audience
• Review Knowledge Base articles for process compliance and information detail
• Ability to work independently and as part of a team
• Other duties as assigned

 

What you will bring:

Required Experience, Qualifications & Skills:

 

• 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

 

Note: For internal UGE candidates (current UGE Employees), please be sure to attach the Internal Candidate Eligibility Form, filled out by your direct supervisor, to your application. The form can be found on the UGE Talent Acquisition SharePoint Page or by clicking here: Internal_Candidate_Eligibility_Form.2024

 

Total Rewards:

Salary will be competitive and commensurate with experience.

 

As a UGE employee you’ll receive the following:

• 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

 

 

ADA Specifications

 

• Ability to communicate and interact with others in the English language, both oral and written.
• Requires ability to use computers and other office equipment.
• Requires ability to sit, stand and walk for extended periods of time.
• Repetitive motions that may include the wrists, hands, and/or fingers

 

UGE is an Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBTQ

United Ground Express, as an equal opportunity employer, makes hiring decisions based on business needs and the best-qualified candidates available and does not discriminate in its employment decisions on the basis of any protected category.