Analyst Technology Programs Mobility Position Available In Orange, Florida

Position Summary The Analyst, Technology Programs Mobility supports the management and on-going operations of the mobility program, including mobile device management, associated applications, and internal communications. This role helps ensure the program’s efficiency and reliability by troubleshooting and resolving mobility-related issues and enhancements, classifying and documenting resolutions in the IT ticketing system, and providing user training and support. The Analyst also works closely with cross-functional teams to optimize the mobility experience, maintain proactive issue resolution, and continuous process improvement. Essential Responsibilities Diagnose and replicate mobility application issues
Escalate unresolved issues after successful duplication and troubleshooting
Review and revise processes within to improve efficiency and effectiveness
Provide excellent onsite and remote customer service for JetBlue crewmembers
Work to achieve first-touch resolution with all issues
Document process changes and ensure alignment with organizational standards
Conduct thorough testing for system upgrades, bug fixes, configuration changes, and enhancements
Ensure all changes are tested and validated before deployment to the production environment
Accurately classify all resolutions in the IT Ticket System
Maintain detailed records of issues and resolutions to facilitate future troubleshooting and knowledge-sharing
Support training to end-users on new features, system changes, and best practices
Develop and update training materials and documents
Maintain knowledge of JetBlue’s Safety Management System (SMS), Safety Policy, Security Policy, and behavioral standards
Take a significant role in the development of the work group’s standard practices
Other duties as assigned Minimum Experience and Qualifications High School Diploma or General Education Development (GED) Diploma
One (1) year of related work experience
Experience with computer software and Microsoft Office suite
Able to work flexible hours
Comfortable with changing priorities on short notice
Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge
Available for occasional overnight travel (10%)
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
Authorization to work in the US is required. This position is not eligible for visa sponsorship Preferred Experience and Qualifications Excellent organizational and analytical skills
Working knowledge of areas within Technical Operations
Certified Business Analysis Professional (CBAP)

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:

Irregular working hours
Traditional office environment
Airport environment
Hangar environment

Physical Effort:

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