IT Project Manager IV

Job Description:

United's Contact Center DT team is seeking a highly experienced and detail-oriented Technical Delivery Project Manager. In this role, the select candidate will collaborate with various stakeholders to align technical deliverables with business objectives and effectively communicate the updates to a large pool of global users, while supporting the internal change management process and facilitating the successful implementation/adoption of technology solutions. The role will act as a bridge between business users and technical teams, ensuring that the delivered solutions are understood by users and meet the defined requirements.

Key Responsibilities:

• Track delivery progress of new upcoming software application features working closely with the business and technical teams.
• Analyze and translate technical solutions into detailed user guides to be leveraged by the business change management teams
• Collaborate with developers, architects, and other technical experts to ensure a comprehensive understanding of the technology landscape and constraints.
• Conduct feasibility studies and impact assessments to determine the technical and operational feasibility of proposed solutions.
• Capture and document feature limitations and user workarounds to track enhancement opportunities to clearly articulate future requirements and solution designs.
• Facilitate meetings and workshops with stakeholders and users to ensure awareness and understanding of new functionality
• Conduct gap analysis to identify areas where existing systems or processes fall short of meeting business needs.
• Assist in the prioritization and planning of system enhancements and new feature development based on business value and strategic goals.
• Collaborate with QA teams to ensure test scenarios and cases align with the defined requirements and conduct user acceptance testing.
• Provide ongoing support and clarification to development teams during the implementation phase.
• Act as a liaison between business users and technical teams, ensuring effective communication and understanding of requirements.
• Stay up to date with industry trends, emerging technologies, and best practices related to business analysis and software development.

Skills:

• Proven experience as a Technical Business Analyst or similar role, preferably in a software development or technology-driven environment.
• Strong analytical and problem-solving skills with the ability to think critically and provide innovative solutions.
• Solid understanding of software development methodologies, SDLC, and Agile practices.
• Proficiency in requirement gathering techniques, such as interviews, workshops, and use case modeling.
• Excellent communication skills with the ability to effectively collaborate with cross-functional teams and stakeholders at various levels of the organization.
• Strong documentation skills with the ability to create clear, concise, and comprehensive technical specifications and other relevant documentation.
• Knowledge of database concepts and SQL queries is preferred, but not required
• Experience with business process modeling and process improvement methodologies is a plus.
• Relevant certifications such as Certified Business Analysis Professional (CBAP) or Agile Certified Practitioner (ACP) are desirable, but not required.
• A resourceful person that is a fast learner and asks when in doubt.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects simultaneously.
• Naturally organized with determination to deliver excellence.
• Experience working in a fast-paced environment with changing priorities.
• Experience with collaboration tools such as SharePoint, Teams, Microsoft Forms, and Jira
• Proven track record of delivering complex data models on time.

Qualifications:

• Airline domain knowledge is a Plus.
• 10-20 years of relevant experience required.
• Bachelor's degree in computer science, Information Systems, or extensive operational Contact Center experience and in-dept application knowledge.