Business Analyst – Airline Customer Services & Aircraft Delivery

Infotel; Mobile (AL); On-site; USD 75,000 - 110,000; Full time

Job summary

Infotel in Mobile, AL seeks an experienced Business Analyst to support airline customer services and aircraft delivery processes, bridging business stakeholders, IT teams and external partners.

You will gather requirements, develop BRDs and functional specs, support Level 2 applications, map and optimize service management processes, and participate in UAT and release readiness while ensuring cybersecurity and ITSM alignment.

Qualifications

• Master's degree in business administration, information systems, engineering, aviation management, or related field.
• Proven experience as a Business Analyst in aerospace, aviation, airline operations, customer services, or a comparable industry.
• Experience supporting business-critical applications in a Level 2 support environment.
• Demonstrated experience gathering requirements and producing BRDs and functional documentation.
• Strong analytical and problem-solving skills with the ability to translate business needs into actionable requirements.
• Excellent communication, presentation, and stakeholder management abilities.
• Demonstrated experience working within Agile environments.
• Strong knowledge of Scrum, SAFe, and Agile delivery frameworks.
• Strong facilitation and workshop leadership skills.
• Proactive, customer-oriented, and solution-driven mindset.

Responsibilities

• Act as liaison between airline customer service teams, stakeholders, IT, and external partners.
• Collect, analyze, and document business, functional, and operational requirements.
• Develop BRDs, functional specifications, and process documentation.
• Review requirements to ensure alignment with customer needs and objectives.
• Develop business cases, feasibility assessments, risk assessments, and cost-benefit analyses for new initiatives and enhancements.
• Support aircraft pre-delivery, delivery, and post-delivery customer service processes and associated digital platforms.
• Provide Level 2 application support for dedicated customer service applications, including incident analysis, troubleshooting coordination, and root cause identification.
• Coordinate with development, infrastructure, and support teams to prioritize and resolve application issues.
• Define, document, and maintain SLAs, SLOs, and SLRs.
• Monitor service performance and recommend continuous improvement actions.
• Collaborate with cybersecurity teams to ensure compliance with security policies, risk assessments, and regulatory requirements.
• Facilitate workshops, stakeholder interviews, and process mapping sessions.
• Participate in user acceptance testing (UAT), validation activities, and release readiness reviews.
• Track risks, dependencies, assumptions, and action items throughout project lifecycles.
• Prepare executive-level presentations, status reports, and project documentation.

Skills

Analytical thinking

Stakeholder management

Communication

Facilitation/Workshop leadership

Agile/SAFe knowledge

Education

Master's degree in Business Administration / Information Systems / Engineering / Aviation Management

Tools

ServiceNow

Job description

Business Analyst – Airline Customer Services & Aircraft Delivery

Reports to : Service Delivery Manager / Program Manager

Position Overview

We are seeking an experienced Business Analyst to support customer service operations within the aeronautical industry, focusing on airline activities related to aircraft pre-delivery, delivery, and post-delivery support. The role will serve as a bridge between business stakeholders, customer service teams, IT organizations, and external partners to ensure the successful delivery and continuous improvement of business processes and digital solutions supporting airline customers.

The candidate will contribute to business analysis initiatives, support Level 2 application activities, and participate in the definition and optimization of service management processes while ensuring alignment with cybersecurity, compliance, and operational requirements.

Key Responsibilities

• Act as the primary liaison between airline customer service teams, business stakeholders, IT teams, and external partners.
• Collect, analyze, and document business, functional, and operational requirements.
• Build and maintain Business Requirement Documents (BRDs), Functional Specifications, and process documentation.
• Review and validate business requirements to ensure alignment with customer needs and organizational objectives.
• Develop business cases, feasibility assessments, risk assessments, and cost-benefit analyses for new initiatives and enhancements.
• Support aircraft pre-delivery, delivery, and post-delivery customer service processes and associated digital platforms.
• Provide Level 2 application support for dedicated customer service applications, including incident analysis, troubleshooting coordination, and root cause identification.
• Coordinate with development, infrastructure, and support teams to prioritize and resolve application issues.
• Define, document, and maintain Service Level Agreements (SLAs), Service Level Objectives (SLOs), and Service Level Requirements (SLRs).
• Monitor service performance and recommend continuous improvement actions.
• Collaborate with cybersecurity teams to ensure compliance with security policies, risk assessments, and regulatory requirements.
• Facilitate workshops, stakeholder interviews, and process mapping sessions.
• Participate in user acceptance testing (UAT), validation activities, and release readiness reviews.
• Track risks, dependencies, assumptions, and action items throughout project lifecycles.
• Prepare executive-level presentations, status reports, and project documentation.

Required Qualifications & Skills

• Master's degree in business administration, Information Systems, Engineering, Aviation Management, or related field.
• Proven experience as a Business Analyst in aerospace, aviation, airline operations, customer services, or a comparable industry.
• Experience supporting business-critical applications in a Level 2 support environment.
• Demonstrated experience gathering requirements and producing high-quality BRDs and functional documentation.
• Strong analytical and problem-solving skills with the ability to translate business needs into actionable requirements.
• Excellent communication, presentation, and stakeholder management abilities.
• Demonstrated experience working within Agile environments.
• Strong knowledge of Scrum, SAFe, and Agile delivery frameworks.
• Strong facilitation and workshop leadership skills.
• Proactive, customer-oriented, and solution-driven mindset.

Preferred Qualifications and Skills

• Experience supporting airline customer service organizations or aircraft manufacturers.
• Familiarity with airline operational environments and customer support ecosystems.
• Experience with ServiceNow.
• Understanding of ITIL principles and IT Service Management (ITSM) practices.