Sr Technology Analyst

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. 

• 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

• 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

• Required: High School Diploma or GED
• Required: Bachelor's degree in Computer Science, Engineering, Information systems or similar fields of study or equivalent advanced level 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 & knowledge of practices for working in a SAFe Agile environment
• Preferred: Salesforce experience, particularly Service Cloud, Experience Cloud and/or Agentforce
• Preferred: Experience with customer servicing technologies and operational workflows (e.g., agent tools, case management, automation, knowledge, and self-service)
• Preferred: Experience & familiarity with GenAI and AI-enabled capabilities, including agent assist, automation, and decision-support use cases

• N/A

• 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

• 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
• Must be able to travel and /or attend Company and non-Company facilities and remote locations such as remote-based offices as necessary

Pay & Benefits

• Competitive market salary from $114,200 per year to $126,900 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) 

• Southwest will help fund your Retirement Savings Plan with Company contributions up to 9.3% of your eligible earnings** 

• Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan- when Southwest profits, you profit*** 

• Competitive health insurance for you and your eligible dependents (including pets) 

• Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment. ​

• Explore more Benefits you’ll love: https://careers.southwestair.com/benefits 

*Pay amount does not guarantee employment for any particular period of time. 

**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