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Title:  Associate Analyst IT CEX Crewmember Products


Salt Lake City, UT, US, 84121 Orlando, FL, US, 32819 Long Island City, NY, US, 11101

Req ID:  45462

IMPORTANT UPDATE:  Every decision JetBlue has made throughout the pandemic has been with our safety value front and center. Whether it’s requiring masks, or many of the other health and safety protocols we’ve had to navigate during the pandemic, all of these efforts have been focused on making the workplace and air travel safer for you and our Customers. As part of our 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.

Position Summary

The Associate Analyst, IT CEX Crewmember Products is responsible for supporting the user acceptance testing (UAT) and production support arm of the IT CEX Crewmember Products team. The Associate Analyst will be responsible for a variety of tasks ranging from coordinating user acceptance testing in conjunction with the IT QA team, defect management in all environments, troubleshooting and supporting resolution of incident and problem management in the production environment. The Associate Analyst collaborates closely with the Product Manager and internal/external matrix partners.


The Associate Analyst, IT CEX Crewmember Products reports to the Manager, IT CEX Crewmember Products and is passionate about the Customer and Crewmember experience. The Associate Analyst strives for continued process improvements, minimize incident impacts and ensure quality testing and product releases. The Associate Analyst maintains in depth knowledge of business processes as well as testing and defect management methodologies.

Essential Responsibilities

  • Reviews product release notes, create test scenarios, and manage user acceptance testing tasks and resources
  • Liaisons with Product Manager and business matrix partners to understand testing results, defects and gather necessary approvals
  • Manages defects with various business partners in all environments, ensuring defects are resolved, tested and released
  • 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
  • Performs regular QA testing for Customer Support products
  • Assist the larger Customer Support 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
  • One (1) year testing or incident management work experience with technical troubleshooting and problem-solving skills
  • 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 Airport Products (i.e. Sabre CSS Suite, BlueEye, eGOR, gates, Brock, etc.)
  • Knowledge of technology fundamentals and concepts (Microsoft technologies preferred)
  • Knowledge of IT disciplines and interdependencies working knowledge of HTML, CSS and other web programming languages
  • Previous experience in the airline or call center 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 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

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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