Product Analyst RM Technology

Position Summary

The Product Analyst Revenue Management (RM) Technology – Automation Platforms is responsible for production support and continuous improvement efforts within the RM Technology team, specifically on the Revenue Integrity (RI) and Intelligence Exchange (IX) automation platforms. This role involves managing day-to-day support activities, including coordinating User Acceptance Testing (UAT) in collaboration with the Technology Quality Assurance (QA) team, as needed, overseeing defect management across all environments, and troubleshooting incidents and problem management in the production environment. A passion for PNR investigation and root cause identification is critical to this role. Additionally, the Product Analyst leverages data-driven insights to enhance the end-user experience for crewmembers. The Product Analyst works closely with the Product Manager, engineering teams, and internal/external matrix partners to ensure the successful delivery of high-quality products aligned with strategic business goals. The role also requires preparing business requirement documents and test case scenarios while striving for continuous process improvements, reducing incident impacts, and ensuring high-quality testing and product releases.

Reporting to the Manager, Revenue Management Technology, the Product Analyst is passionate about optimizing the customer and crewmember experience. The role demands maintaining deep expertise in customer service business processes, RI/IX business processes, IT system testing methodologies, and automation strategies to drive efficiency and operational excellence.

Essential Responsibilities

• Business Requirements & Documentation: Develop and maintain Business Requirement Documents (BRDs), documenting high-level business needs and expected outcomes. Incorporate User Stories to ensure clarity on value-driven solutions.
• Incident & Problem Management: Conduct deep dive triage and resolve ServiceNow incidents promptly, document findings, identify root causes, and collaborate with the RI/IX team to drive resolution. Troubleshoot and document issues to support problem management efforts.
• Testing & Quality Assurance: Review product release notes, create test scenarios, and facilitate matrix partner User Acceptance Testing (UAT) activities. Work with internal QA teams to implement automated testing scripts and ensure product quality.
• Defect & Change Management: Manage defects across all environments, ensuring resolution, testing, and deployment readiness. Assist in the creation of change management documentation and support smooth production deployments.
• Cross-Department Collaboration: Partner with Product Managers, Sr. Product Analysts, Business SMEs, and Engineering teams to align on business needs, testing results, defect resolutions, and approvals.
• Issue Resolution & Problem Solving: Identify and resolve delays, discrepancies, and product defects. Participate in root cause analysis and recommend corrective actions to improve system stability and performance.
• Reporting & Analytics: Prepare and distribute status updates, progress reports, and defect tracking insights to relevant stakeholders. Collaborate with Sr. Product Analyst and internal RI/IX team to assess product performance and identify trends.
• End-User & Business Engagement: Work closely with business Subject Matter Experts (SMEs) to maintain knowledge of policies, procedures, and workflows. Gather and analyze end-user feedback to enhance the crewmember experience.
• Continuous Improvement & Innovation: Explore opportunities for process enhancements, automation strategies, and emerging technologies to drive efficiency and scalability.
• General Support & Ad Hoc Tasks: Assist with research projects, documentation updates, and other assigned duties supporting the Crewmember Technology team.
• Other duties as assigned.
  
  
  

Minimum Experience And Qualifications

• 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
• One (1) year of Sabre experience working in Interact and investigating Passenger Name Records (PNRs)
• Candidates must demonstrate Sabre Passenger Name Record (PNR) output interpretation knowledge and skills via a work sample assessment
• Must be able to summarize and articulate findings with precision
• 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
  
  
  

Preferred Experience And Qualifications

• Bachelor’s degree in a related field or equivalent experience
• Strong proficiency in cloud-based database technologies, with experience in Snowflake or Azure SQL Database for data management and querying
• Two (2) years of Sabre experience working in Interact and investigating PNRs
• One (1) year of experience in Revenue Management, Pricing, or GDS (Global Distribution Systems), Interline and Codeshare support
• One (1) year of testing or incident management work experience with technical troubleshooting and problem-solving skills with Sabre (or other airline PSS), Interact, ATPCO, GDS
• 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
  
  
  

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:

• Traditional office environment
• Remote work environment
  
  
  

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)
  
  
  

Compensation:

• The base pay range for this position is between $52,000.00 and $72,000.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include 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, and more.