IT Analyst Customer Support

  • JetBlue Airways
  • Salt Lake City, UT, USA
  • May 04, 2019
Full-time Business Analytics Data Analysis Excel Information Technology (IT) Project Management Quality Assurance (QA) Risk Analysis

Job Description

The Analyst IT, Customer Support Products provides direct support to JetBlue IT initiatives through working directly with the Project Manager and through development of materials in support of the planning and execution of IT projects.

With the guidance of a Project Manager, the Analyst actively supports all aspects of IT projects from start to finish with a particular emphasis on requirements development and participation in project quality activities.

The Analyst may occasionally serve as the project lead on smaller, well-defined projects or provide support to IT Managers in project initiation activities.

Essential Responsibilities

  • Actively support a manageable portfolio of projects from start to finish in accordance with JetBlue IT policies and procedures
  • Produce clear, detailed project scope and design documents to be used by technical specialists to design, estimate and build appropriate IT solutions
  • Elicit and develop clear, traceable requirements, using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis
  • Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
  • Collaborate with developers, architects, subject matter experts, and other IT team members  to establish the technical vision and analyze tradeoffs between usability and performance needs
  • Assist in the development of business cases, considering financial, resource, and technological constraints; develops cost estimates with consideration to business impacts and risks
  • Ensure that approved requirements are developed in sufficient scope and detail to result in the delivery of a solution that meets customer needs as they perceive them;
  • Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements and deliver the following artifacts: Functional Requirements; Technical Requirements, include architecture, interfaces, security and business continuity;
  • Other duties as assigned

Minimum Experience and Qualifications

  • Bachelor’s Degree in related discipline
  • One (1) year  experience supporting projects with business user and IT components
  • Strong working knowledge of Microsoft Office Suite, including Outlook, Excel, Word and Visio
  • Excellent verbal and written communication skills 
  • Ability to interact professionally with diverse stakeholders at all levels of the organization
  • Ability to review, consolidate, communicate and reverse-engineer complex technical and systems documentation
  • Working knowledge of risk management and quality assurance standards and methodologies
  • Experience in the commercial aviation industries with exposure to supporting IT systems and technologies
  • Strong attention to detail and excellent written, verbal and presentation skills 
  • Experience organizing and coordinating projects while providing exceptional customer service
  • Able to multi-task, prioritize deadlines, and complete assignments accurately and timely in a fast-paced, changing environment
  • Ability to work under pressure in a fast paced, results driven environment 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

  • Working knowledge of industry standards in project management and development methodologies (PMBOK, MSF, SEI, Agile Methods, RUP, etc.);
  • Demonstrated analytical and basic project management skills required, including a thorough understanding of how to interpret business needs and translate them into application and operational requirements;
  • Strong interpersonal and demonstrated facilitation skills including the ability to motivate and influence others, and able to foster and contribute to a positive, upbeat team environment;
  • Strong customer service ethic and an understanding of how IT is ultimately delivered to the Customer;
  • High tolerance for working in a dynamic and shifting environment and able to readily embrace and participate in change initiatives;
  • Knowledge of technology fundamentals and concepts including Microsoft technologies
  • Ability to work well with others and complete tasks with minimal supervision;
  • Effective time management and prioritization skills;
  • Certified Business Analyst Professional (CBAP)

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


  • 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)

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by the crewmember(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Position Expectations may be subject to change as the needs of the organization change.

JetBlue Airways Corp. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.