Analyst Customer Support Products

JetBlue Airways Corporation•Cottonwood Heights, UT

1d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

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