Title:  Analyst Customer Support Products

Position Summary

The Analyst of Customer Support Products is responsible for analyzing cost-benefits, impacts and Return on Investments (ROI) of projects that impact Customer Support. The Analyst is responsible for product performance, improvements and defects as it relates to Customer Support, and occasional adhoc projects as well as post implementation analysis and evaluation to spearhead enhancements and drive process improvements.

Essential Responsibilities

• Work with multiple departments across the network to support projects affecting Customer Support
• Work with Customer Support Leadership Team to identify potential solutions and articulate business requirements for system enhancements to IT
• Working with IT, provide input, review and signoff on product roadmaps; inclusive of defects and enhancements
• Analyze impact of product defects to Customer Support; budget, Customer and/or Crewmember experience
• Work with IT to approve test scenarios for potential scenarios not previously encountered but likely to occur after product implementation
• Responsible for post implementation business evaluation including validation against stated cost benefit analyses
• Make recommendations regarding process changes related to new and existing products
• Responsible for Customer Support change management regarding your specific product
• Responsible for conducting and signing off on User Acceptance Testing (UAT) scenarios and outcomes
• Other duties as assigned

Minimum Experience and Qualifications

• High School or General Education Development (GED) Diploma
• One (1) year of qualifying analytics or similar work experience
• Proficient with Microsoft Office suite (Outlook, Excel and Power Point) and Internet Explorer
• Available for overnight travel (10%)
• Pass a ten (10) year background check and pre-employment drug test
• Legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• One (1) year of related testing experience
• One (1) year experience with JetBlue Customer Support systems, applications and processes
• Effective research skills to make determinations in accordance with company guidelines
• Knowledge of systems, process mapping, definition and impacts
• Strong interpersonal and leadership skills
• Strong customer service and problem solving skills
• Ability to work independently and in a high pressure team environment
• Excellent verbal and written communication skills
• Excellent organizational skills and the ability to manage multiple projects and meet stringent deadlines

Crewmember Expectations:

• Regular attendance and punctuality
• Willing to work flexible hours and be available to respond on short notice
• 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
• 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:

• Traditional office environment
• Present for core hours but my increase based on fluctuation workload demands

Physical Effort: 

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