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Title:  Associate Analyst IT Corporate Products

Location: 

Long Island City, NY, US, 11101

Req ID:  34922

IMPORTANT UPDATE:  As part of this commitment to health and safety, COVID-19 vaccines are required for all JetBlue employees.  New hire employees must be fully vaccinated prior to the start of training.

Associate Analyst, IT Corporate Products HCM

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Position Summary

The Associate Analyst, IT Corporate Products is responsible for supporting JetBlue’s HRIS environment/products with a concentrated focus on crewmember service.

With the guidance of the Manager, IT Corporate Products HCM the Associate Analyst supports all aspects of the Corporate Products team product portfolio and is passionate about Customer and Crewmember experience. The Associate Analyst strives for continued process improvements and ensure service level agreement are met.

 Essential Responsibilities

  • Provides excellent Customer Service for JetBlue Crewmembers
  • Coordinates resolution of incidents/requests from beginning to end and with established SLAs
  • Use our Crewmember IT Ticketing system, ServiceNow, to resolve incidents, manage minor enhancement and request while maintaining the Service Level Agreement
  • Work closely with Functional leads to development and design test scripts in accordance to defined requirements
  • Support user authorization changes by securing appropriate approval
  • Participate and assist in the overall product development lifecycle
  • Participates in the testing of existing and new functionality
  • Liaisons with Business Subject Matter Experts to maintain knowledge of business processes, policies and procedures
  • Supports incident and problem management with troubleshooting, resolution and necessary documentation
  • Assist the larger Corporate Products team by running ad hoc research projects and other tasks
  • Other duties as assigned

Minimum Experience and Qualifications

  • High School Diploma or General Education Diploma (GED)
  • One (1) year analytical experience
  • Ability to rapidly resolve issues and recognize when escalation is necessary 
  • Knowledge of Microsoft Office Suite, including Outlook, Project, Excel, Power Point, SharePoint, Word and Visio
  • Must be able to work under pressure and meet deadlines
  • Ability to multi-task
  • Customer-focused
  • Strong sense of urgency and attention to detail
  • Must pass a ten (10) year background check and pre-employment drug test
  • Must be legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications

  • Bachelor’s Degree in related field or equivalent experience
  • One (1) year experience in HR support
  • One (1) year testing or incident management work experience with technical troubleshooting and problem-solving skills
  • Knowledge of technology fundamentals and concepts (Microsoft technologies preferred)
  • Previous experience in the airline or call center industry
  • Strong customer service ethic and an understanding of how IT is ultimately delivered to the Customer
  • Effective time management and prioritization skills

Crewmember Expectations:

  • Regular attendance and punctuality
  • Potential need to work flexible hours and be available to respond on short-notice
  • Well-groomed and able to maintain a professional appearance
  • When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
  • Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
  • Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy, and behavioral standards  
  • Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR) 

Equipment:

  • Computer and other office equipment

Work Environment:

  • Normal Office Environment

Physical Effort:

  • Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

 

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Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City

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