Posted on 2022-09-08
Cathay Pacific Airways Ltd

Solution Analyst - Commercial (Chatbot)

Cathay Pacific Airways Ltd

Reports To: Solution Lead / Senior Solution Lead 

Department: Information Technology (IMT)

Solution Analyst is responsible for building reliable, secure and highly-scalable IT systems for complex business problems by understanding and translating user needs into business and technical requirements and collaborating with crucial stakeholders to design, develop, test, integrate and implement these solutions.

Key Responsibilities 

  • Work in the Chatbot Framework team, collaborate with business users, internal technology teams and external vendors to identify fit-for-purpose, reliable, secure and highly-scalable IT solutions for Chatbot applications on web, mobile and different social media like Facebook, Whatsapp, Twitter, Webchat, etc.
  • Analyze and translate user needs into business and technical requirements, design, develop and ensure smooth implementation through collaboration with business and IT stakeholders
  • Participate in Scrum activities as Subject Matter Expert to identify and understand business processes, available technology solutions and their configuration and management to provide seamless, integrated solutions
  • Contribute towards complete software development lifecycle of system implementation projects, including requirements elicitation and prioritization, systems design and development, test documentation and execution, implementation and operational support
  • Work independently during programme and project execution to ensure successful, on-time delivery by anticipating dependencies and impediments, prioritizing multiple stakeholders and tasks, making trade-offs between business needs and constraints and managing work time efficiently
  • Facilitate collaboration with cross-functional stakeholders through clear communication and documentation
  • Participate in change management efforts, including stakeholder process analysis, workshop facilitation, mass communications, training and presentations
  • Plan, prioritize and deliver systems enhancements and bug fixes
  • Provide Level 2 and 3 support, troubleshoot production systems and services
  • Develop proactive monitoring and diagnosis tools to ensure solution SLAs are maintained
  • Participate in vendor solution selections, make recommendations that align with business needs and company’s technology roadmap, standards and practices
  • Support continuous improvement of standard corporate IT Practices
  • Keep abreast of latest trends in technology, industry and corresponding business domain
  • Collaborate with other IT domains to drive innovation


  • Minimum 6 years of related IT experience across entire software development lifecycle for delivery of complex software solutions
  • Bachelor’s (or equivalent education qualifications) in Computer Science, Computer Engineering, or related disciplines
  • Solid hands-on experience with Node.js, Jenkins, MongoDB, MySQL, Azure Cloud, Redis, Openshift (java), Elastic Kibana
  • Solid hands-on experience with systems integration using real-time message-based middleware and webservices
  • Experience with Zendesk, Genesys, Sunshine Conversation Messaging Platform, Facebook, WeChat, Whatsapp, Twitter, Line, Kakaotalk integration is advantage
  • Knowledge of one or more general purpose programming languages, including but not limited to Java, JavaScript, Python
  • Knowledge on AI and Natural Language Understanding (NLU) is beneficial
  • Strong knowledge in security and compliance practices and technologies
  • Advanced expertise in software development methodologies – Design Thinking, Agile and DevOps is beneficial
  • Strong understanding of current technology concepts, trends and capabilities
  • Well-developed analytical, problem-solving, and decision-making skills, leveraging both logic and creativity
  • Strong troubleshooting skills; ability to identify patterns and generate ideas
  • Well organized, thrive in a sense-of-urgency environment, leverage best practices, and most importantly, innovate through any problem with a can-do attitude
  • Experience in collaborating with multiple cross-functional and geographically dispersed teams
  • Ability to interact professionally with diverse groups of stakeholders
  • Excellent interpersonal and communication skills, strong verbal and written presentation skills
  • Airline knowledge is beneficial

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

Please note that with effect from 1 June 2022 onwards, all Cathay employees and contractors who work in Cathay City and all other Cathay Group Company premises in Hong Kong must have received a third dose of COVID 19 vaccine.  Being tested regularly for COVID-19 is not an option. Consideration will be given to those who are unable to get vaccinated for valid medical reasons.

More job information
  • 5-day week
  • Dental plan
  • Insurance plan
  • Medical plan
Job Function
  • Tung Chung
Employment Term
  • Permanent
  • Full-time
  • 6 years - 15 years
Career Level
  • Non-management level
  • Degree