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Title:  Associate Analyst IT Production Support


Long Island City, NY, US, 11101

Req ID:  26143

Position Summary

The Associate Analyst IT Production Support a key member of the Self Service Products team, reports to the IT Manager – Self Service Products and will be responsible for providing production support for all Self-Service and Common Use products and applications within the Digital and Customer Products team. 


The Associate Analyst will provide timely support for troubleshooting issues raised, assessing the issues and developing the solutions to be tested and implemented into production. The Production Support Associate will spend time at the airports engaging with Customers and Crewmembers to observe the behavior and challenges encountered with the check-in process at the kiosk and mobile products. In addition, the Associate Analyst will maintain the backlog and priority list, and assist in closing out defects found through those efforts. The Associate Analyst IT Production Support will monitor and report on check-in and kiosk error trends.



The IT Production Support Associate for Self Service is comfortable working directly with Customers and front-line Crewmembers, is motivated by determining new ways to improve processes, and whose personal values match JetBlue’s values of Safety, Caring, Integrity, Fun, and Passion.


Essential Responsibilities

  • Serve as a liaison between the IT Self Service Products team and the Internal/External matrix partners to determine prioritization of items, participate in business requirements development, assist in testing fixes and enhancements, and participate in production implementations
  • Participate and assist in the overall product development lifecycle through the phases of Discover, Define, Develop and Deliver
  • Identify Product Quality metrics that are met and/or exceeded by continuous improvement to ensure minimum disruption of business functions
  • Work with broader technical team and business partners to reproduce issues and document root cause analysis
  • Participate in the User Acceptance Testing and Quality control process to validate end products meet the business vision
  • Perform ongoing periodic reviews of the check-in application across all channels and join production outage bridges to assist in investigating reported issues.
  • Other duties as assigned


Minimum Experience and Qualifications

  • High School Diploma
  • One (1) year of professional experience in production support
  • Strong organizational, analytical and communication skills
  • Available for occasional overnight travel (20 to 30%)
  • Able to work flexible hours and be available for an emergency response on short notice
  • 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

  • Knowledge of the Self-Service check-in application (web/kiosk/mobile check-in flow)
  • Knowledge of the airline industry


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 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))



  • 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)


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

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