Sr Technology Analyst

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.

Job Description:

As a Sr Technology Analyst supporting Southwest’s Customer360 Program and AI Enablement Teams, you’ll help define and deliver the capabilities that empower our Employees to better serve Customers. You’ll work closely with business, technology, and vendor partners to translate complex servicing needs into clear functional and non‑functional requirements across Salesforce and related customer‑servicing technologies. With an understanding of airline operations—including disruption‑driven scenarios—and familiarity with AI‑enabled capabilities like agent assist and automation, you’ll help shape scalable, well‑integrated solutions. Operating in an Agile / SAFe environment, you’ll support integrations using enterprise services, APIs, and event‑driven data flows. Through strong collaboration and thoughtful definition, your work will directly enable smarter tools, more efficient servicing, and a better experience for both Customers and Southwest Employees.

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, Wyoming, and Puerto Rico.  

• U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics. 

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 maintai