Product Analyst Crewmember Technology
About the position The Product Analyst Crewmember Technology is responsible for production support and continuous improvement efforts within the Crewmember Technology team. The Product Analyst will manage a variety of tasks ranging from coordinating all testing in conjunction with the Technology Quality Assurance (QA) team, defect management across all environments, and troubleshooting incident and problem management in the production environment. The role also includes working with data-driven insights to ensure seamless end-user experiences for our crewmembers. The Product Analyst collaborates closely with the Product Manager, engineering teams, and internal/external matrix partners to deliver high-quality products aligned with strategic business goals. The Product Analyst Crewmember Technology reports to the Manager, Crewmember Technology and is passionate about optimizing the customer and crewmember experience. The Product Analyst strives for continuous process improvements, reducing incident impacts, and ensuring high-quality testing and product releases. The Product Analyst will also maintain deep knowledge of business processes, testing methodologies, automation strategies, and security compliance.
Responsibilities
- Reviews product release notes, creates test scenarios, and manages user acceptance testing tasks and resources.
- Liaises 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.
- Liaises with Business Subject Matter Experts to maintain knowledge of business processes, policies, and procedures.
- Supports incident and problem management by troubleshooting, resolving issues, and documenting necessary findings.
- Performs regular QA testing for products and partners with the internal QA team to ensure automated testing scripts are implemented when possible.
- Assists in the creation of change management documentation and supports deployments to ensure a smooth transition into production environments.
- Collaborates with data and analytics teams to analyze metrics for optimizing product performance and identifying trends.
- Gathers and analyzes end-user feedback to ensure products deliver a seamless, intuitive experience for crewmembers.
- Seeks opportunities for continuous improvement by exploring innovative technologies
- Supports the larger Crewmember Technology team with ad hoc research projects and other assigned tasks.
- Other duties as assigned.
Requirements
- High School Diploma or General Education Development (GED) Diploma
- One (1) year of analytical experience
- One (1) year of 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
- Available for overnight travel (10%)
- Must pass a 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
Nice-to-haves
- Bachelor's degree in a related field or equivalent experience
- One (1) year of experience in Customer Support or Airport Crewmember Products (i.e. Sabre CSS Suite, BlueEye, eGOR, gates, Brock, etc.)
- Knowledge of technology fundamentals and concepts (Microsoft technologies preferred)
- Knowledge of Technology disciplines and interdependencies working knowledge of HTML, CSS and other web programming languages
- Previous experience in the airline or call center industry
Benefits
- access to healthcare benefits
- a 401(k) plan and company match
- crewmember stock purchase plan
- short-term and long-term disability coverage
- basic life insurance
- free space available travel on JetBlue
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