Job Description:

Summary:

Join our Global Program Domain as a Technical Business Architect and play a pivotal role in optimizing our customer and product experiences. You&39;ll be instrumental in understanding intricate business and operational issues, then translating them into actionable technical requirements for our software development teams. Collaborating across business portfolios, customer experience, and technical architecture, you&39;ll champion customer needs, prioritize solutions, and ensure our systems consistently deliver value. This position involves close partnership with Program Directors to maintain clear and effective customer communication.

Main Responsibilities:

• Strategic Requirements Elicitation: Proactively gather and analyze complex business and operational requirements, with a keen focus on identifying customer pain points, systemic product issues, and areas for process optimization.

• Comprehensive Documentation & Blueprinting: Create and maintain robust technical documentation, including solution designs, customer operational procedures, and system blueprints in close collaboration with Enterprise Architects. This ensures a clear, shared understanding of technical vision and implementation.

• Cross-Functional Collaboration & Communication: Serve as a liaison between customers, business stakeholders (e.g., Portfolio, Customer Experience), and internal technical teams (e.g., Software Development, Enterprise Architecture). Facilitate clear, consistent, and effective communication to ensure alignment and successful solution delivery.

• Root Cause Analysis & Problem Solving: Conduct in-depth analysis to identify the root causes of systemic issues affecting product performance or customer experience. Develop and propose data-driven solutions that address the core problem, rather than just symptoms.

• Systems Thinking & Impact Analysis: Understand the intricate interconnectedness and interdependencies of components within complex systems. Identify leverage points for positive change and assess the potential impact of proposed solutions across the entire ecosystem.

• Business Process Optimization: Analyze existing business processes to identify inefficiencies and areas for improvement. Recommend and help implement optimized processes that enhance operational efficiency and customer satisfaction.

• Solution Prioritization & Roadmapping: Collaborate with stakeholders to prioritize technical needs and contribute to solution roadmapping, ensuring alignment with strategic business objectives.

• Stakeholder Management & Expectation Setting: Support the Program Director in managing stakeholder expectations throughout the project lifecycle ensuring transparency and addressing concerns proactively.

• Technical Discussions: Facilitate or participate in technical discussions and workshops with diverse teams to drive consensus on proposed solutions and architectural approaches.

• Data-Driven Decision Making: Utilize data and analytics to inform requirements gathering, root cause analysis, and solution validation.

Education:

• Bachelor’s Degree or equivalent in related fields such as Computer Science, or Information Technology Management.

• 6&43; years experience in senior Business Analysis, Business Architecture, and/or Customer management preferably in aviation domain

• Experience in modeling business processes by using various tools and techniques (e.g. UML)

.

Experience:

• Significant experience in requirements gathering and elicitation for complex software development projects, particularly those addressing customer pain points and systemic product challenges.

• Proven track record of creating comprehensive and clear technical documentation, including solution designs, operational procedures, and system blueprints, in collaboration with Enterprise Architects. 

• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholders (e.g., customers, portfolio, customer experience, software development, enterprise architecture). 

• A strong history of challenging assumptions, critically evaluating information, and considering multiple perspectives to arrive at optimal solutions. 

• Extensive experience in conducting root cause analysis for intricate systemic issues, leading to effective solutions. 

• Solid understanding and practical application of business process management principles, with the ability to identify inefficiencies and propose improvements. 

• Proficient in translating complex customer technical needs into actionable requirements and engaging relevant stakeholders for successful resolution. 

• Deep understanding of the interconnectedness and interdependencies of components within large scale systems, enabling effective problem solving for complex customer and product issues. 

• Active participation in discussions within matrixed organizations, contributing to strategic vision and problem solving approaches. 

Knowledge, Skills, Demonstrated Capabilities & Competencies:

• Clear and concise writing demonstrating ability to simplify complex information by breaking down technical concepts and processes into understandable language for diverse audiences

• Create visual communication utilizing diagramming tools as needed eg architecture diagrams, flow charts, data models to illustrate concepts and relationships

• Documentation management 

• Collaboration and Feedback 

• Attention to detail and accuracy

• Airline domain knowledge preferred. Ability to understand current architecture blueprint of the impacted products and work with the teams on suggesting modifications as required

Technical Systems Proficiency:

• Working knowledge and exposure to  AWS, .Net, C, Databases, Transfer protocols

Travel Required: 

•      20 Domestic and International

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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