Product Analyst RM Technology
About the position Responsibilities • Develop and maintain Business Requirement Documents (BRDs), documenting high-level business needs and expected outcomes. • Conduct deep dive triage and resolve ServiceNow incidents promptly, document findings, identify root causes, and collaborate with the RI/IX team to drive resolution. • Review product release notes, create test scenarios, and facilitate matrix partner User Acceptance Testing (UAT) activities. • Manage defects across all environments, ensuring resolution, testing, and deployment readiness. • Partner with Product Managers, Sr. Product Analysts, Business SMEs, and Engineering teams to align on business needs, testing results, defect resolutions, and approvals. • Identify and resolve delays, discrepancies, and product defects. • Prepare and distribute status updates, progress reports, and defect tracking insights to relevant stakeholders. • Work closely with business Subject Matter Experts (SMEs) to maintain knowledge of policies, procedures, and workflows. • Explore opportunities for process enhancements, automation strategies, and emerging technologies to drive efficiency and scalability. • Assist with research projects, documentation updates, and other assigned duties supporting the Crewmember Technology team. Requirements • 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. Nice-to-haves • 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. Benefits • Access to healthcare benefits. • 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. Apply tot his job