Business Analyst - Airline Customer Services & Aircraft Delivery

Job Description

Business Analyst – Airline Customer Services & Aircraft Delivery

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Location : Mobile, AL

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Reports to : Service Delivery Manager / Program Manager

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Position Overview

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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.

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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.

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Key Responsibilities

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● Act as the primary liaison between airline customer service teams, business stakeholders, IT teams, and external partners.

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● Collect, analyze, and document business, functional, and operational requirements.

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● Build and maintain Business Requirement Documents (BRDs), Functional Specifications, and process documentation.

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● Review and validate business requirements to ensure alignment with customer needs and organizational objectives.

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● Develop business cases, feasibility assessments, risk assessments, and cost-benefit analyses for new initiatives and enhancements.

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● Support aircraft pre-delivery, delivery, and post-delivery customer service processes and associated digital platforms.

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● Provide Level 2 application support for dedicated customer service applications, including incident analysis, troubleshooting coordination, and root cause identification.

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● Coordinate with development, infrastructure, and support teams to prioritize and resolve application issues.

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● Define, document, and maintain Service Level Agreements (SLAs), Service Level Objectives (SLOs), and Service Level Requirements (SLRs).

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● Monitor service performance and recommend continuous improvement actions.

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● Collaborate with cybersecurity teams to ensure compliance with security policies, risk assessments, and regulatory requirements.

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● Facilitate workshops, stakeholder interviews, and process mapping sessions.

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● Participate in user acceptance testing (UAT), validation activities, and release readiness reviews.

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● Track risks, dependencies, assumptions, and action items throughout project lifecycles.

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● Prepare executive-level presentations, status reports, and project documentation.

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Required Qualifications & Skills

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● Master's degree in business administration, Information Systems, Engineering, Aviation Management, or related field.

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● Proven experience as a Business Analyst in aerospace, aviation, airline operations, customer services, or a comparable industry.

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● Experience supporting business-critical applications in a Level 2 support environment.

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● Demonstrated experience gathering requirements and producing high-quality BRDs and functional documentation.

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● Strong analytical and problem-solving skills with the ability to translate business needs into actionable requirements.

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● Excellent communication, presentation, and stakeholder management abilities.

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● Demonstrated experience working within Agile environments.

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● Strong knowledge of Scrum, SAFe, and Agile delivery frameworks.

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● Strong facilitation and workshop leadership skills.

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● Proactive, customer-oriented, and solution-driven mindset.

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Preferred Qualifications and Skills

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● Experience supporting airline customer service organizations or aircraft manufacturers.

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● Familiarity with airline operational environments and customer support ecosystems.

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● Experience with ServiceNow.

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● Understanding of ITIL principles and IT Service Management (ITSM) practices.

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● Experience working in international and multi-cultural environments.

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