Senior Specialist - Policy Knowledgebase

DescriptionThere’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?At United, we fly into airports around the entire world. And we need a whole team of people to keep things running in tip-top shape! From the exceptional service at the check-in counter to the departure gate, and even behind the scenes making sure your checked bags arrive with you, our Airport Operations team keeps operations at our airports running smoothly every single day.Airport OperationsThe Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.Job overview and responsibilitiesThe Senior Specialist - Policy Knowledgebase is responsible for the design and maintenance of content within Wingtips. This individual will also coordinate materials and information contained in Wingtips and ensure content is up-to-date and meets the needs of end users. This individual will partner with IT and Corporate Communications to strategize and prioritize Wingtips enhancements and ongoing platform maintenance. Additionally, they will establish and maintain critical cross-divisional relationships at the Corporate Support Center, and in the operation, to ensure clear and consistent guidance on policies and procedures.

Completes frequent updates in Policy Knowledgebase platform - Wingtips. Uses Sitecore content manager for front end Wingtips changes via HTML and content editor

Continually supervises the effectiveness and usability of Wingtips, delivery of content and validity of policies or processes housed in the Policy Knowledgebase platform. Generates and solicits ideas to craft clear and concise proposals for platform enhancements and content improvements and collaborates to determine solutions that achieve shared results

Collaborate with cross-divisional partners such as Airport Operations, Customer Contact Center, Cargo Contact Center, Cargo Ops and other supported work groups to continually audit, develop, design and improve the user experience and content. Collaborates on simplifying and/or modifying how policies and procedures are presented to end users

Supports new work groups in integration into Wingtips, by educating partners on Wingtips functionality and usability. Guides new content owners through content creation and content update process

Handles ServiceNow cases, supervises incoming case queue, provides follow-up responses to submitters, and actions cases as needed

Supports and leads Wingtips projects including IT development of Wingtips enhancements and ongoing site maintenance

NOTE: This position is based at the CSC-Willis Tower, located in Chicago, IL. and considered as a hybrid work-schedule working 2 days in-office or 1 week a month. Relocation is not eligible for this role outside of IL for external candidate.United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!QualificationsWhat’s needed to succeed (Minimum Qualifications):

Bachelor's degree or 4 years of relevant work experience

3+ years' Airport Operations experience

Operational experience or equivalent

Strong experience with and understanding of operational policies, programs and/or technology development

Effective verbal and written communication skills, should be able to adapt communication style to suit different audiences

High desire to proactively initiate ideas and inspire change

Ability to collaborate with various partners and effectively drive resolution

Ability to work in a fast-paced, dynamic environment, occasionally outside of regular work hours

Excellent judgment, initiative and responsibility for making informed and timely decisions

Strong attention to detail and an ability to develop, meet and handle multiple priorities and timelines

Must be willing and able to travel a minimum of 20% domestically

Must be willing and able to work a hybrid work-schedule in office 2 days a week or 1 week a month

Must be willing and able to work at the CSC-Willis Tower in Chicago, IL

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

What will help you propel from the pack (Preferred Qualifications):

4-5 years' Airport Operations

2 years experience in a leadership role

2 years experience in project management

Technical Writer experience

Proficiency in HTML

Proficiency in Sitecore or other content management systems

Proficiency in ServiceNow

Familiarity with DRS

Experience in employee communications or related experience

In-depth knowledge of Contact Centers Reservations and Cargo, and Airport Operations policy and procedures

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT