Hawaiian Airlines Senior Analyst, IT - Customer Experience in Phoenix, Arizona
Requisition Number 20-0575
Post Date 9/16/2020
Title Senior Analyst, IT - Customer Experience
Department Information Technology
Part-Time Weekend No
At Hawaiian Airlines, we are all about welcoming our guests with Hawaiian hospitality and aloha, and taking care of our people, our home and the communities we serve. Join our ‘ohana and be a part of an exciting team of professionals dedicated to serving our kama‘āina and introducing our islands to the world!
Analysts provide analysis and reporting services in support of LOB, pillar and Enterprise. This group also updates, maintains and analyzes data from various enterprise tools. Analyst partners with stakeholders to understand analysis and reporting needs and creates 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. The individuals in this family should be excellent listeners, communicators (oral and written), and able to distill the key topics/components/issues from discussions.
Translate technical and architectural complexities of a technical solution so that project stakeholders can easily understand
Support the delivery of exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support
Support the organization’s project management policy, practice and methodology
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
Maintains existing requirements to ensure that current-state needs are known
Gathers requirements and documents these requirements for use within project life cycle
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
Completes tasks independently/interdependently
Ensure the requirements map to a real business need, are approved by all relevant stakeholders, and meet essential quality standards
Understands the source and use of key data and prepares analysis reports to enable design decisions
Where appropriate, plans and conducts 3rd party software analysis for inclusion in the project solution
Participates in creating use cases and user expected results to ensure that software is delivered to end users with zero Sev1/Sev2 defects
Reviews own documentation, to ensure supportability of the analysis
Accurately plans and manages their individual work assignments
Ensure that technology solutions adhere to quality standards
Continuously improve requirements processes to ensure the best possible deliverable outcome
Develop cost/benefit analysis for business solutions
Other duties as assigned
Bachelor’s Degree (in lieu of degree – 9 years of work experience in an IT environment)
5 years of work experience in Information Technology environment
Experience in a leadership role that included the mentoring of others
Advanced analytical and problem-solving skills, with ability to analyze a component or components of a process to optimize system functionality
Understands the financial management process for accurate time reporting and uses corporate assets responsibly
Experience creating documentation to ensure supportability of their analysis
Assist in the management of project financials, ensuring projects are delivered within plan or that variances are identified and communicated to decision-makers on a timely basis for appropriate decision-making, as required
Demonstrates applied knowledge of one or more analysis and problem decomposition techniques
Experience interacting with business reps and other partners/vendors to ensure requirements are accepted and well-known
Ability to explain to others the core processes of their support area
Experience assisting in the preparation of end-user training materials
Understands complete SDLC & can apply relevant portions of feasibility, requirements, and analysis phases
Demonstrates advanced writing and documentation skills
Possesses expert analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
Ability to audit the quality of reports submitted by associate analysts and analysts and provide related coaching and support
Advanced SQL knowledge
Expert knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, SPSS, SAS etc.)
Expert technical expertise regarding data models, database design development, data mining and segmentation techniques
Airline industry experience
About Hawaiian Airlines
Hawaiian®has led all U.S. carriers in on-time performance for each of the past 16 years (2004-2019) as reported by the U.S. Department of Transportation. Consumer surveys by/Condé Nast Traveler/,/Travel + Leisure/and/TripAdvisor/have placed Hawaiian among the top of all domestic airlines serving Hawai‘i.
Now in its 91st year of continuous service, Hawaiian is Hawai‘i's biggest and longest-serving airline. In 2019, Hawaiian offered nonstop flights between Hawai‘i and more U.S. gateway cities (13) than any other airline, along with service connecting the islands with Japan, South Korea, Australia, New Zealand, American Samoa and Tahiti. As a result of the COVID-19 pandemic, Hawaiian is operating an adjusted schedule of daily flights within the Hawaiian Islands and between Hawai‘i and the U.S. west coast to support essential travel and critical cargo services.
The airline is committed to the health and safety of its guests and employees and has reinforced enhanced cleaning procedures across its business. While the experience may be a little different, the authentic Hawaiian hospitality remains unchanged. Additional details on how Hawaiian is keeping guests and employees safe can be found atHawaiianAirlines.com/KeepingYouSafe.
Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available atHawaiianAirlines.com. Follow Hawaiian’s Twitter updates (@HawaiianAir), become a fan on Facebook (Hawaiian Airlines), and follow us on Instagram (hawaiianairlines). For career postings and updates, follow Hawaiian’sLinkedInpage.
For media inquiries, please visit Hawaiian Airlines’online newsroom.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)