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Title:  Analyst Customer Support Products


Salt Lake City, UT, US, 84121 Orlando, FL, US, 32827

Req ID:  51763

Position Summary

The Analyst Customer Support Products is responsible for performing cost-benefit analysis, impact analysis and ROI analysis of projects that impact Customer Support. The Analyst assists in running Customer Support projects and is responsible for post implementation analysis and evaluation, articulating enhancement suggestions and process definition.


Essential Responsibilities

· Works with multiple departments across the network to support projects affecting Customer Support

· Works 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

· Responsible for signing off on UAT scenarios and testing outcomes

· Other duties as assigned


Minimum Experience and Qualifications

· High School or General Education Development (GED) Diploma

· One (1) year of related testing experience

· One (1) year of qualifying analytics or similar 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


Preferred Experience and Qualifications

· 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))



· Computer and other office equipment


Work Environment:

· Normal 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)

JetBlue Airways is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Nearest Major Market: Salt Lake City

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