Senior Analyst, IT - Customer Experience

Hawaiian   •  

Phoenix, AZ

Industry: Transportation


5 - 7 years

Posted 37 days ago

Position Overview

The Customer Experience portfolio includes delivering day-of-travel-centric capabilities (check-in, flight status, etc.) across digitalchannels including, but, not limited to airport kiosks and native mobile applications.

Members of the IT Analysts Team at our new Phoenix Technology Center provide analysis and reporting services in support of line of business, pillar and Enterprise. This group also updates, maintains and analyzes data from various enterprise tools.

Senior IT Analysts will liaise with stakeholders to understand both technology and business needs and create deliverables to enable the organization to meet its goals. The detailed work includes analyzing data, numbers and creating deliverables to enable summarizing, proposing or updating the stakeholders. Senior IT Analysts should be excellent listeners, communicators (oral and written), and able to distill the key topics/components/issues from discussions.

Key Responsibilities

  • Provide business-specific context, information and analysis on proposed changes on medium to large projects; initiatives may include the development and implementation of new/revised products, new systems or enhancements, new/revised processes in support of internal efficiencies and industry regulatory changes
  • Gathers requirements and documents these requirements for use within project life cycle
  • Interacts with business reps and other partners/vendors, to ensure requirements are accepted and well-known
  • Understands the source and use of key data and prepares analysis reports to enable design decisions
  • Participates in creating use cases and user expected results to ensure that software is delivered to end users with zero Sev1/Sev2 defects
  • Enable operation groups to successfully accept changes in systems by ensuring key stakeholders are informed and understand the implications of changes; recommend actions, as appropriate
  • Ensure system specifications meet the business unit expectations/requirements, and negotiate solutions
  • Ensure the requirements map to a real business need, are approved by all relevant stakeholders, and meet essential quality standards
  • Develop cost/benefit analysis for business solutions
  • Assists in the preparation of end-user training materials
  • Understands complete SDLC & can apply relevant portions of feasibility, requirements, and analysis phases
  • Where appropriate, plans and conducts 3rd party software analysis for inclusion in the project solution
  • Other duties as assigned


Minimum Requirements

  • Bachelor’s Degree or equivalent combination of professional work experience and education
  • 5 years of work experience in Information Technology environment

Preferred Qualifications

  • 5+ years of work experience in Information Technology environment to include delivering clear, detailed requirements
  • 1-year work experience in the Airline or Travel industry
  • Familiarity with a Content Management System (such as Sitecore)
  • Experience with Jira and Confluence
  • Ability to translate technical and architectural complexities of a technical solution so that project stakeholders can easily understand
  • Ability to audit the quality of reports submitted by associate analysts and analysts and provide related coaching and support
  • Advanced interviewing and facilitation skills

Professional Skill Qualifications

  • Excellent partnering, communication, and negotiation skills so as to effectively serve as a lead liaison between business customers and technology development and support groups
  • Expert analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
  • Ability to work effectively in a strong customer service/team-oriented environment
  • Ability to coach the technical development of junior team members
  • Ability to analyze and resolve multiple complex problems
  • Advanced writing and documentation skills