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. Required Skills : Business Analysis,Sharepoint,Project Management Additional Skills : Project Manager,Business Analyst,CRM / ERP

Created: 2026-03-10