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Hawaiian Airlines Senior Analyst, IT - Customer Experience in Honolulu, Hawaii

Requisition Number 20-0577

Post Date 9/16/2020

Title Senior Analyst, IT - Customer Experience

Department Information Technology

City Honolulu

State HI

Part-Time No

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!

Position Overview

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.

Key Responsibilities

  • 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


Minimum Requirements

  • 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

Preferred Qualifications

  • 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

Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available 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)