Position Summary:
The role of the Business Analyst – Product Delivery will work as part of the Customer Care Application IT team to support and maintain the systems that are used by our customer care agents. The Analyst will look for opportunities to improve customer care agent’s experiences and efficiency through supporting application development. This position will work closely with the applications teams and business owners to support initiatives, application improvements, and management of application releases.
Key Responsibilities:
- Maintains project requirements according to requirements management plan.
- Assists in generating use cases/user stories to ensure that all functional requirements are captured.
- Performs impact analysis and supports application testing, implementation and training activities throughout the process.
- Identifies any potential roadblocks on the project and proactively communicate with project teams.
- Leads analysis of requirements to determine the systems’ potential and defining the impact to other business units and systems while providing input to the development effort.
- Gathers, structures, and analyzes data from multiple data sources.
- Clearly articulates and documents business requirements.
- Translates business requirements into functional requirements applying a structured process (gathering, analyzing, documenting, and leading change).
- Reviews product design documentation to ensure that requirements are correct, unambiguous, and verifiable.
- Works to elicit high-level requirements and capture business needs through dialogue with business partners.
- Partners with the business to identify the appropriate data sources and analysis methodology to meet business needs.
- Supports applications and solutions delivery by participating in design reviews and walk-throughs to communicate requirements and validate proposed solutions.
- Works with outside vendors to deliver solutions.
Required Education & Experience:
- Airline industry experience
- Successful completion of interview required to meet job qualification
- Data analysis
- Experience working in large, multi-platform critically important IT environments that are sophisticated, diverse, and fast-paced
- Must be legally authorized to work in the United States for any employer without sponsorship
- Bachelor’s Degree with focus on Computer Science or a related area
- Ability to prioritize, deal with ambiguity, and deliver measurable results in agile, fast-paced environment
- Ability to aggregate data and produce reports representing status and results
- 3-5+ years demonstrated ability as a Business Analyst
- Strong analytical and problem-solving skills
- Knowledge of database technologies and cloud services
- Ability to work with multi-functional teams to provide data-driven solutions
- Good interpersonal, communication, and presentation skills with multiple levels
- Proficient in MS Access and Excel