• Sr Analyst - Salesforce

    Post Begin Date 5 days ago(8/10/2018 6:21 PM)
    Requisition ID
    Employment Type
    Regular Full-Time
  • Overview

    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 Salesforce Product Owner\Product Release Manager will join the Customer 360 Technology Team, reporting to the Sr. Manager, Customer 360.

    As core member of the Customer Technology team, this role will establish, own, and lead an Agile & Scrum Development team as the Product Owner, Salesforce Service Cloud in order to continuously improve the capabilities of our Customer Service teams. With thousands of Customer service advocates, small improvements can have a large impact, and large changes can be enormous. This role should be as passionate about business value delivery as they are about Salesforce.com features and technologies. In this role you’d be expected to work closely with our business customers, business analysts and development teams to build the best possible solutions for our service ecosystem users.




    Technical Expertise:

    • Effectively applies knowledge and skills of analysis, business processes, tools, domains, project methodologies, requirements definitions, and testing to solve a range of problems.
    • Partners with other Technology Teammembers to provide advice or solutions within his or her area of expertise.
    • Stays informed about current developments within his or her expertise.

    Analytical Expertise:

    • Identifies problems, performs root cause analysis, investigates information, performs impact analysis, and formulates and executes plans to develop solutions.
    • Identifies strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
    • Understands and can estimate effort and value for solutions
    • Understands at a broad level how technology platforms/architectures are applied to automated business solutions.

    Business Knowledge:

    • Actively engaged in industry, domain, process or technology trends.

    Task Management:

    • Acts as a coordination and facilitation point for organizing work efforts.
    • Sets up or follows established procedures to ensure high quality of work.
    • Understands dependency identification processes in technology work, verifies information and carefully reviews and checks the accuracy of own work.
    • Establishes or follows prioritization processes to drive work, and has a sense of urgency about getting work completed.
    • Looks for and seizes opportunities to do more or to do things better.


    • Appropriately shares ideas and information with others
    • Practices attentive and active listening.
    • Ensures that regular and consistent communications take place.
    • Expresses ideas as well as business or technical requirements clearly and concisely in writing using appropriate levels of summary and synthesis.
    • Expresses oneself clearly in conversation and interaction with others.
    • Must be able to meet any physical ability requirements listed on this description.
    • May perform other job duties as directed by Employee’s Leaders.




    • High School Diploma, GED or equivalent education required. 
    • Must be at least 18 years of age. 
    • Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. 



    • BS, Business, Engineering, Computer Science, or Information Systems, or equivalent formal training required.


    • Minimum of 5 years work experience as an Analyst or equivalent position required.

    Highly desired experience: 

    • Familiarity with Salesforce.com
    • Hands-on Experience designing and deploying Salesforce.com based solutions 
    • Salesforce Certifications a big plus
    • 2-4 years’ experience of Software Development methodology experience
    • 2-4 years’ experience Requirements management and software architecture
    • 2-4 years’ experience of Agile Software Development
    • Built an Agile process from the ground up and/or worked with growing teams
    • Experience transitioning and transforming teams to new methodologies


    • May require extended work hours per Leaders' request.



    Core Knowledge:

    • Advanced knowledge of business analysis, process modeling and redesign.
    • Advanced knowledge of technical environments.
    • Advanced knowledge of software development methodologies.

    Critical Skills:

    • Excellent partnering, communication, and negotiation skills in working with various Teams and/or external partners.
    • Able to analyze large, complex, or vague Business or technical problems, articulating the problem or root cause, and translating the analysis into viable solution recommendations.
    • Able to work effectively in a strong Customer service / team oriented environment.
    • Able to research, create, and document requirements, processes, and technical specifications.
    • Ability to manage and prioritize multiple and widely varied work streams / tasks.
    • Able 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.
    • Able to develop, present and effectively communicate ideas and strategies to a variety of audiences.
    • Able to teach and mentor others concerning technical and business subjects.



    • Limited travel with potential for increased/decreased travel based upon Technology Department needs.
    • Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.
    • Must be able to comply with Company attendance standards as described in established guidelines. 
    • Must be aU.S citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986.



    Southwest Airlines is an Equal Opportunity Employer.  


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