Sr Technology Analyst - Service Desk
Department:
Technology
Our Company Promise
We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.
:
The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what's important in their lives through friendly, reliable, and low-cost air travel. This Sr Technology Analyst invests in the future of Southwest's People in their supporting Southwest's Service Desk Team. This role will work collaboratively with Teams and Leaders throughout the Company in order to analyze Service Desk metrics, identify trends, and determine what information and self-help functions can be implemented in order to provide efficient and thorough support to Southwest's Employees. This Analyst will meet with Department Leaders regularly in order to present findings and provide insight on what can be done to reduce outreach and ensure Employees are supported. The Sr Technology Analyst is passionate about storytelling with data and connecting with Southwest's People. They'll have the opportunity to learn and grow in their expertise each day and drive the future of Southwest Airlines.
Additional details:
This role is offered as a remote workplace position, which may require travel for training, meetings, conferences, etc. Outside of those required visits, the majority of your working time may be spent in a remote location, away from our Corporate Campus. Please note, while this is a remote position, there is a limited group of states or localities ineligible for Employees to regularly perform their work. Those ineligible locations are: Alaska, California, Colorado, Delaware, Illinois, Iowa, Maryland, Massachusetts, Montana, New Hampshire, New Jersey, New York, North Dakota, Oregon, Pennsylvania, South Dakota, Vermont, West Virginia, Washington and Wyoming
U.S. citizenship or current authorization to work in the U.S. is required, and no current or future work authorization sponsorship available.
Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.
Job Summary
Conduct needs analysis to create quality solutions. Ensure solutions are aligned with stated requirements and comply with departmental standards. Manage activities to ensure solutions are delivered on-time and within budget. Serve as a resource to ensure effective communications to customers or key stakeholders.
Responsibilities
Apply knowledge and skills of analysis, business processes, tools, domains, project methodologies, requirements definitions, and testing to solve a range of problems
Partner with other Technology Team members to provide advice or solutions within his or her area of expertise
Identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and search for and seize opportunities to do more or to do things better
Estimate effort and value for solutions
Apply business solutions with broad level knowledge about technology platforms/architectures
Verify information and carefully review and check the accuracy of own work using dependency identification processes in technology work
Establish or follow prioritization processes to drive work, completing work with a sense of urgency
Express ideas, business or technical requirements clearly and concisely in writing using appropriate levels of summary and synthesis on a regular and consistent basis
Monitor program risks, issues, and scope, ensuring the appropriate level of priority, visibility and escalation
May perform other job duties as directed by Employee's Leaders
Knowledge, Skills and Abilities
Advanced knowledge of business analysis, process modeling and redesign
Advanced knowledge of technical environments
Advanced knowledge of software development methodologies
Skilled in excellent partnering, communication, and negotiation in working with various Teams and/or external partners
Ability to analyze large, complex, or vague Business or technical problems, articulating the problem or root cause, and translating the analysis into viable solution recommendations
Ability to work effectively in a strong Customer service/team oriented environment
Ability to research, create, and document requirements, processes, and technical specifications
Ability to manage and prioritize multiple and widely varied work streams/tasks
Ability to take on multiple assignments, whether administrative or project related, while maintaining a successful level of completion in all responsible work; able to mentor others to do the same
Ability to develop, present and effectively communicate ideas and strategies to a variety of audiences
Ability to teach and mentor others concerning technical and business subjects
Education
Required: High School Diploma or GED
Required: Bachelor's degree in Business, Engineering, Computer Science, or Information Systems or related field; or equivalent formal training
Experience
Required: Advanced-level experience, seasoned and specialized knowledge in information technology (IT) operations, programming, systems/software development or another IT related field
Preferred: Experience using ServiceNow is preferred but not required
Preferred: Experience analyzing operational data with a process improvement mindset is preferred but not required
Licensing/Certification
N/A
Physical Abilities
Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
Ability to communicate and interact with others in the English language to meet the demands of the job
Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Other Qualifications
Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
Must be at least 18 years of age
Must be able to comply with Company attendance standards as described in established guidelines
"Pay & Benefits:
Competitive market salary from $118,600 per year to $131,800 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company.
Benefits you'll love:
Fly for free, as a privilege, on any open seat on all Southwest flights-your eligible dependents too.
Up to a 9.3% 401(k) Company match, dollar for dollar, per paycheck.
Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit.*
Explore more Benefits you'll love: swa.is/benefits
401(k) match contributions are subject to the plan's vesting schedule and applicable IRS limits
- ProfitSharing contributions are subject to plan's vesting schedule and are made at the discretion of the Company
Southwest Airlines is an Equal Opportunity Employer.
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Responsibilities This Analyst will meet with Department Leaders regularly in order to present findings and provide insight on what can be done to reduce outreach and ensure Employees are supported. Job SummaryConduct needs analysis to create quality solutions. Ensure solutions are aligned with stated requirements and comply with departmental standards. Manage activities to ensure solutions are delivered on-time and within budget. Serve as a resource to ensure effective communications to customers or key stakeholders. Partner with other Technology Team members to provide advice or solutions within his or her area of expertise. Identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and search for and seize opportunities to do more or to do things better. Estimate effort and value for solutions. Apply business solutions with broad level knowledge about technology platforms/architectures. Verify information and carefully review and check the accuracy of own work using dependency identification processes in technology work. Establish or follow prioritization processes to drive work, completing work with a sense of urgency. Express ideas, business or technical requirements clearly and concisely in writing using appropriate levels of summary and synthesis on a regular and consistent basis. Monitor program risks, issues, and scope, ensuring the appropriate level of priority, visibility and escalation. May perform other job duties as directed by Employee's Leaders. Ability to teach and mentor others concerning technical and business subjects.