System Guidance Representative, AAdvantage (Ft Worth, TX, US)

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 42899 

Intro

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!

Why you'll love this job

• This position is r​responsible for all testing, and testing related responsibilities, of WalkMe guidance in AAdvantage Customer Service systems
• You’ll also provide first-level problem identification and troubleshooting for reported guidance related issues as well as participate in the design and delivery of new guidance content

 

What you'll do

 

• Serve as 1st level support for WalkMe bugs and issue reports
• Serve as Ventana guidance SME for call center reps / leaders and specialty desk members
• Perform daily/weekly/monthly regression testing on guidance content
• Test all WalkMe content prior to release into production (defects, enhancements and maintenance items) as well as perform production validation for all WalkMe releases
• Collaborate on requirements for new guidance content and perform research, when needed
• Create and maintain WalkMe guidance testing library, as well as test scripts
• Maintain current library of WalkMe content – screen shots and videos
• Provide WalkMe screen shots/content needed for training – new hire, recurrent, etc.
• Identify topic and provide content to Policy and Reference team for weekly WalkMe spotlight in Advanced Focus
• Act as scribe during quarterly WalkMe guidance focus group/listening sessions
• Serve as back up to Sr. Analyst and attend Ventana release meetings to collect guidance requirements for Ventana enhancements/releases as needed
• Performs other duties as assigned

 

All you'll need for success

• Minimum Qualifications- Education & Prior Job Experience

• Minimum 2 years experience taking calls in AAdvantage Customer Service, leader experience preferred
• Creative, analytical thinker who is comfortable with multitasking and skilled in above average interpersonal and communication skills (oral and written)
• Ability to learn quickly and adapt well to change
• Ability to self-motivate with above average organization skills and capacity for attention to detail
• Ability to effectively prioritize work, meet deadlines
• Ability to work productively and effectively under pressure and changing priorities
• Ability to work independently, make independent decisions and collaborate with all levels of management and non-management
• Ability to maintain satisfactory performance and attendance
• Strong knowledge of ACS applications (Ventana, Advanced Focus) and Microsoft Office products - including Excel, Word, OneNote and PowerPoint

 

What you'll get

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 be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

Additional Locations: None
Requisition ID: 42899 

Apply Now