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3 months ago
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Analyst, IT - Systems Operations, ITSM


Hawaiian Airlines
Location: Honolulu
Job type: Permanent
Sector: IT & Communications
Category: Programmer Jobs
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Position Overview

Analyst provides analysis and reporting services in support of LOB, pillar and Enterprise. This group also updates, maintains and analyzes data from various enterprise tools. Analyst liaises 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.

The IT Service Management Analyst own and maintain the ITSM processes. This includes maintaining minimum operating standards, ensuring root cause analysis and remediation, Incident, Problem, Change, Knowledge Management, reporting and analytics. The ITSM
Analyst is also responsible for Disaster Recovery (DR) fail over planning, table top walks and the execution of the DR plan.

Key Responsibilities

* Ability to 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 timely and accurate progress information to project status reports
* Solid analytical and problem-solving skills
* Authority to recommend changes to processes and procedures
* Work with project stakeholders to validate their requirements and analysis models via techniques such as reviews and walkthroughs

* Ensure system specifications meet the business unit expectations/requirements, and negotiate solutions

* Ensure the requirements map to a real business need, are approved by all relevant stakeholders, and meet essential quality standards

* Ensure that technology solutions adhere to quality standards
* Participate in reviews or inspections, in collaboration with the project team, to ensure the quality of work products

* Ensure common application of standards and consistency of implementation in accordance with COMPANY standards and practices

* Develop cost/benefit analysis for business solutions
* Manage the Incident, Problem, and Change management processes
* Identify incident trends, recommend improvements to reduce volume, implement improvements

* Review analysis of response and handling of priority 1 incidents, recommend and implement improvements, and ensure timely resolution of incidents

* Lead problem status meetings and ensure problem resolution and known errors are recorded in the knowledge base

* Ensure minimum operating standards are met for all changes
* Lead change management meetings
* Ensure change related incidents (CRI) are reviewed and improvement plans are implemented

* Audit configuration item relationships
* Approve and contribute to the knowledge base
* Participate in the enhancement of the service catalog including recommendations for streamlining, automation and communication

* Oversee the DR process to include leading DR fail-over activities (e.g. planning, table top walks), and engaging with DR and business continuity planning external entities

* Other duties as assigned

Requirements

Minimum Requirements

* Bachelor’s Degree or equivalent combination of professional work experience and education

* 2 years work experience in Information Technology or business environment, and ITSM processes

* Doing; participates, assists, and recommends
* Completes tasks with minimal direction
* Consequences of error carry a moderate risk to the organization
* Interpret data, analyze results using stat techniques, and provide ongoing reports

* Develop and implement data collection systems & other strategies that optimize statistical efficiency and data quality

* Acquire data from primary/secondary data sources and maintain databases
* Identify, analyze, and interpret trends or patterns in complex data sets
* Filter, “clean” data, & review computer reports, printouts, and performance indicators to locate & correct problems

* Work closely with management to prioritize business and information needs
* Locate and define new process improvement opportunities
* Understands financial mgmt. process for accurate time reporting and uses corp. assets in a responsible manner

* Demonstrates applied knowledge of one or more analysis and problem decomposition techniques

* Maintains existing requirements to ensure that current-state needs are known
* Interacts with business reps and other partners/vendors, to ensure that requirements are accepted and well-known

* Understands the source and use of key data and prepares analysis reports to enable design decisions

* Correctly plans/manage individual work
* Promotes and participates in creating a positive, team-oriented work environment

* Willingly accepts personal feedback to improve individual performance
* Understands and can explain to others the core processes involved in their area of support

* Understands complete SDLC and can apply the applicable portions of the ‘Feasibility,’ ‘Requirements,” and ‘Analysis’ phases

* Demonstrate solid business knowledge of the COMPANY INDUSTRY
* Proficient SQL knowledge
* Advanced knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, SPSS, SAS, etc.)

* Strong technical expertise regarding data models, database design development, data mining and segmentation techniques

* Demonstrates proficient writing and documentation skills
* Possesses advanced analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

* Displays proficient interviewing and facilitation skills
* Demonstrates excellent communication skills
* Working knowledge of the IT Infrastructure Library
* Experience in Service Desk, Desktop or similar support
* Experience creating key performance indicators

Preferred Qualifications

* 2+ years work experience in Information Technology or business environment, and ITSM processes

About Hawaiian Airlines

Hawaiian® has led all U.S. carriers in on-time performance for each of the past 14 yearsas 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 90th year of continuous service, Hawaiian is Hawai'i's biggest and longest-serving airline. Hawaiian offers non-stop service to Hawai'i from more U.S. gateway cities (12) than any other airline, along with service from Japan, South
Korea, Australia, New Zealand, American Samoa and Tahiti. Hawaiian also provides approximately 170 jet flights daily between the Hawaiian Islands, with a total of more than 250 daily flights system-wide.

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

LinkedIn page.

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
here.
* 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)

Apply On-line

Send This Job to a Friend
Position Overview

Analyst provides analysis and reporting services in support of LOB, pillar and Enterprise. This group also updates, maintains and analyzes data from various enterprise tools. Analyst liaises 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.

The IT Service Management Analyst own and maintain the ITSM processes. This includes maintaining minimum operating standards, ensuring root cause analysis and remediation, Incident, Problem, Change, Knowledge Management, reporting and analytics. The ITSM
Analyst is also responsible for Disaster Recovery (DR) fail over planning, table top walks and the execution of the DR plan.

Key Responsibilities

* Ability to 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 timely and accurate progress information to project status reports
* Solid analytical and problem-solving skills
* Authority to recommend changes to processes and procedures
* Work with project stakeholders to validate their requirements and analysis models via techniques such as reviews and walkthroughs

* Ensure system specifications meet the business unit expectations/requirements, and negotiate solutions

* Ensure the requirements map to a real business need, are approved by all relevant stakeholders, and meet essential quality standards

* Ensure that technology solutions adhere to quality standards
* Participate in reviews or inspections, in collaboration with the project team, to ensure the quality of work products

* Ensure common application of standards and consistency of implementation in accordance with COMPANY standards and practices

* Develop cost/benefit analysis for business solutions
* Manage the Incident, Problem, and Change management processes
* Identify incident trends, recommend improvements to reduce volume, implement improvements

* Review analysis of response and handling of priority 1 incidents, recommend and implement improvements, and ensure timely resolution of incidents

* Lead problem status meetings and ensure problem resolution and known errors are recorded in the knowledge base

* Ensure minimum operating standards are met for all changes
* Lead change management meetings
* Ensure change related incidents (CRI) are reviewed and improvement plans are implemented

* Audit configuration item relationships
* Approve and contribute to the knowledge base
* Participate in the enhancement of the service catalog including recommendations for streamlining, automation and communication

* Oversee the DR process to include leading DR fail-over activities (e.g. planning, table top walks), and engaging with DR and business continuity planning external entities

* Other duties as assigned

Requirements

Minimum Requirements

* Bachelor’s Degree or equivalent combination of professional work experience and education

* 2 years work experience in Information Technology or business environment, and ITSM processes

* Doing; participates, assists, and recommends
* Completes tasks with minimal direction
* Consequences of error carry a moderate risk to the organization
* Interpret data, analyze results using stat techniques, and provide ongoing reports

* Develop and implement data collection systems & other strategies that optimize statistical efficiency and data quality

* Acquire data from primary/secondary data sources and maintain databases
* Identify, analyze, and interpret trends or patterns in complex data sets
* Filter, “clean” data, & review computer reports, printouts, and performance indicators to locate & correct problems

* Work closely with management to prioritize business and information needs
* Locate and define new process improvement opportunities
* Understands financial mgmt. process for accurate time reporting and uses corp. assets in a responsible manner

* Demonstrates applied knowledge of one or more analysis and problem decomposition techniques

* Maintains existing requirements to ensure that current-state needs are known
* Interacts with business reps and other partners/vendors, to ensure that requirements are accepted and well-known

* Understands the source and use of key data and prepares analysis reports to enable design decisions

* Correctly plans/manage individual work
* Promotes and participates in creating a positive, team-oriented work environment

* Willingly accepts personal feedback to improve individual performance
* Understands and can explain to others the core processes involved in their area of support

* Understands complete SDLC and can apply the applicable portions of the ‘Feasibility,’ ‘Requirements,” and ‘Analysis’ phases

* Demonstrate solid business knowledge of the COMPANY INDUSTRY
* Proficient SQL knowledge
* Advanced knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, SPSS, SAS, etc.)

* Strong technical expertise regarding data models, database design development, data mining and segmentation techniques

* Demonstrates proficient writing and documentation skills
* Possesses advanced analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

* Displays proficient interviewing and facilitation skills
* Demonstrates excellent communication skills
* Working knowledge of the IT Infrastructure Library
* Experience in Service Desk, Desktop or similar support
* Experience creating key performance indicators

Preferred Qualifications

* 2+ years work experience in Information Technology or business environment, and ITSM processes

About Hawaiian Airlines

Hawaiian® has led all U.S. carriers in on-time performance for each of the past 14 yearsas 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 90th year of continuous service, Hawaiian is Hawai'i's biggest and longest-serving airline. Hawaiian offers non-stop service to Hawai'i from more U.S. gateway cities (12) than any other airline, along with service from Japan, South
Korea, Australia, New Zealand, American Samoa and Tahiti. Hawaiian also provides approximately 170 jet flights daily between the Hawaiian Islands, with a total of more than 250 daily flights system-wide.

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

LinkedIn page.

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
here.
* 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)

Apply On-line

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