Analyst IT Operations Products
New York, NY

Job Description

Position Summary:

The IT Operations Products TechOps Analyst supports the TechOps user community leveraging all technologies and customer service skills to provide a level of service that is aligned with the organization's objectives, initiatives and non-IT Matrix partner's needs.

The Analyst is able to change priorities and focus to meet business demands, excels when working on complex problems, is motivated to deliver results, and exhibits the JetBlue values of Safety, Caring, Integrity, Passion and Fun.

Essential Responsibilities:

* Delivers support to internal customers which meets or exceeds defined SLO's


* Responsible for assisting in day to day support of all TechOps application suites by resolving trouble tickets


* Conduct in depth evaluations, diagnosing, troubleshooting and resolving a wide variety of complex technical application issues


* Identifies problem trends, makes recommendations for temporary work around processes, and submits trouble tickets to business partners or other resolver groups as appropriate


* Assists in application upgrade evaluation and testing of upgrades


* Contributes in training curriculum, instructor guides and end user documentation guides for TechOps applications


* Contributes in the development of functional specifications for application enhancements


* Contributor in Statement of Work (SOW), Project Plans, and other project related activities


* Provide twenty four (24) hour, seven (7) day a week on-call support at scheduled times; be able to be contacted through a business cell phone or provide an alternate phone contact at all times.


* Other duties as assigned



Minimum Experience and Qualifications:

* Associate's Degree in related discipline and/or demonstrated capability to perform job responsibilities through two (2) previous years of experience and education


* Two (2) years' experience in Technical Operations functional area


* Knowledge of technology fundamentals and concepts (Microsoft technologies preferred)


* Available for overnight travel (up to 10%)


* Able to work flexible hours and be available for emergency response on short notice (within 2 hours)


* Able to 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



Experiences Preferred:

* Knowledge of common practices and procedures in the Maintenance and Engineering Organization


* Certified Business Analysis Professional (CBAP)


* Proficient in Microsoft Office Suite


* Thorough knowledge of business function, operations, objectives and strategies



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, Fun and Passion


* 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 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))



Equipment:

* 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.

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