Title:  Analyst Technology Programs Mobility

Position Summary

The Analyst, Technology Programs Mobility supports the management and on-going operations of the mobility program, including mobile device management, associated applications, and internal communications. This role helps ensure the program’s efficiency and reliability by troubleshooting and resolving mobility-related issues and enhancements, classifying and documenting resolutions in the IT ticketing system, and providing user training and support. The Analyst also works closely with cross-functional teams to optimize the mobility experience, maintain proactive issue resolution, and continuous process improvement.

Essential Responsibilities

• Diagnose and replicate mobility application issues
• Escalate unresolved issues after successful duplication and troubleshooting
• Review and revise processes within to improve efficiency and effectiveness
• Provide excellent onsite and remote customer service for JetBlue crewmembers
• Work to achieve first-touch resolution with all issues
• Document process changes and ensure alignment with organizational standards
• Conduct thorough testing for system upgrades, bug fixes, configuration changes, and enhancements
• Ensure all changes are tested and validated before deployment to the production environment
• Accurately classify all resolutions in the IT Ticket System
• Maintain detailed records of issues and resolutions to facilitate future troubleshooting and knowledge-sharing
• Support training to end-users on new features, system changes, and best practices
• Develop and update training materials and documents
• Maintain knowledge of JetBlue’s Safety Management System (SMS), Safety Policy, Security Policy, and behavioral standards
• Take a significant role in the development of the work group’s standard practices
• Other duties as assigned

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma
• One (1) year of related work experience
• Experience with computer software and Microsoft Office suite
• Able to work flexible hours
• Comfortable with changing priorities on short notice
• Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge
• Available for occasional overnight travel (10%)
• 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
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Excellent organizational and analytical skills
• Working knowledge of areas within Technical Operations
• Certified Business Analysis Professional (CBAP)

• Crewmember Expectations:
• Regular attendance and punctuality
• Potential need 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
• 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))
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment

Work Environment:

• Irregular working hours
• Traditional office environment
• Airport environment
• Hangar environment
• Physical Effort:
• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)