Analyst/Sr Analyst, Sales Production Technology

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you.  As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life.  Feel free to enrich both your personal and work life and hop on board!

This role is part of the Global Sales organization within the CRM & Sales Technology team, where you'll help shape Microsoft Dynamics 365 CRM, Power Platform, Copilot Agents, Power BI, and other sales technologies that enable commercial teams to manage customer relationships, drive productivity, and accelerate revenue growth. Working closely with business and technology partners, you'll lead the implementation and enhancement of strategic CRM, AI, data, and automation capabilities. You'll play a key role in delivering innovative solutions that improve user experience, streamline business processes, and support data-driven decision making across the sales organization.

• Acts as a liaison with technology providers to develop and manage implementation project plans and configuration processes within established timeframes
• Analyzes and gathers business requirements for multiple corporate initiatives simultaneously
• Prioritizes requirements (user stories), provides risk analysis, and provides project documentation in Visio, Excel, and PowerPoint
• Works closely with stakeholders to ensure reasonable timelines are set, reviews and approves product design, coordinates quality assurance, reviews and prioritizes defects, provides approval and sign off of builds, and oversees implementations
• Performs user acceptance testing (UAT) for application software upgrades and maintenance on a regular basis
• Coordinates demos to stakeholders (all levels of management)
• Critically analyzes and evaluates information gathered from multiple sources to create documentation
• Conducts requirement and test plan reviews and ensures requirements and test documentation is approved in accordance with audit standards
• Understands expectations that were set with the business unit(s)
• Creates end user training documents and materials, supports internal and external users by answering inquiries via email and provide training as needed
  Create PowerBI reports and CRM dashboard views for end users

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in information Technology, Computer Science, MIS or any Engineering field
• 3 years or more in project management, improving customer satisfaction

Preferred Qualifications- Education & Prior Job Experience

• Experience with project and technical defect tracking tools such as Rally

Skills, Licenses & Certifications

• Experience configuring and optimizing Microsoft Dynamics 365 CRM, including business process flows, security models, sales automation, and platform customization.
• Hands-on expertise with Power Platform, including Power Apps, Power Automate, Dataverse, and Microsoft ecosystem integrations.
• Experience implementing Microsoft Copilot Agents, AI-powered workflows, and conversational experiences to improve productivity and business outcomes.
• Knowledge of Power BI, KPI development, reporting, and analytics to drive adoption, insights, and data-driven decision making.
• Strong understanding of CRM data models, account hierarchies, customer data management, and enterprise application integrations.
• Proven ability to partner with business, IT, data engineering, and vendor teams to deliver scalable CRM, AI, and automation solutions.
• Strategic thinker with strong analytical, problem-solving, and product leadership skills, leveraging emerging technologies to drive innovation, automation, and customer value.
• Microsoft certifications such as Dynamics 365, Power Platform (PL-900/PL-200), Copilot, Azure, or other M365 certifications are a plus.

Feel free to take advantage of all that American Airlines has to offer: 

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to take advantage of all that American Airlines has to offer: 

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more