JetBlue

Analyst

• Provides support for all JetBlue hardware/applications including telephony and mobile devices
• Provides excellent onsite and remote Customer Service for JetBlue Crewmembers
• Serves as escalation point and provides Tier 2 and 3 support
• Acts as a source of guidance, feedback, and technical expertise for other members of the CTS Support teams
• Coordinates resolution of incidents/requests from beginning to end with internal and external resources
• Monitors, maintains and supports systems and user access
• Facilitates software package rollouts and maintenance
• Collaborates with all Information Technology (IT) disciplines
• Works to achieve first-touch resolution with all issues
• Collaborates with non-IT teams on projects including Moves/Adds/Changes
• Maintains documentation of requests per JetBlue standards
• Creates, maintains and updates knowledge base documentation with most relevant information
• Coordinates response for major incidents and outages

Analyst CTS

Compliance

• Ensures the upkeep of the Inflight Blue Book Supplement (IBBS) and Inflight Collective Bargaining Agreement (CBA)
• Maintains knowledge of the IBBS, CBA, Crewmember Blue Book (CBB) and basic understanding of other workgroup manuals
• Assists with researching, developing, and implementing policies and guidelines that support Inflight Leaders and Crewmembers mainly in their non-regulatory functions
• Collaborates with leadership through all stages of policy building and review processes
• Designs, implements and maintains procedures to facilitate the manual revision process
• Drives process improvement and change through methods of education, corrective action, and follow up with policy owners, leadership, stakeholders
• Assists with oversight of Inflight Committee work including but not limited to Hotels, Uniforms, IPWG, etc.
• Identifies areas of risk through data assessment and analysis to be presented effectively through data visualization
• Gathers pertinent information for complaint/grievance responses on behalf of Inflight Leadership
• Coordinates logistics of meetings, events, trainings and other special projects for the SM, as necessary
• Responsible for maintaining and posting quarterly Inflight Seniority list, along with responding to any Inflight crewmember seniority list protests or concerns from the Union
• Prepare and document materials for Inflight VP Grievance hearings, Mediations, Arbitrations, Negotiations, etc.
• Supports Inflight SPA programs, as needed
• Reviews Inflight Performance and Dependability PGs and ERs
• Partners on Leave of Absence (including FMLA) compliance
• Other duties as assigned

Senior Analyst – Policy and Compliance

• assist the day-to-day execution of interdepartmental and cross functional programs and projects focused on efficiency, compliance, quality, profitability, competitive position, and customer satisfaction for the Customer Recovery team in the System Operations Center (SOC)
• responsible for coordinating, developing, communicating, and ensuring compliance with all process and procedure changes related to Customer Recovery
• responsible for maintaining the Customer Recovery Manual, including communicating updates
• support the Customer Recovery team with project prioritization and timeline activities
• assist with executing multiple rollout schedules, identify resources and dependencies, and proactively communicate project statuses
• assist in the preparation of Customer Recovery documents for Policy Rollout
• conduct interdepartmental and cross-functional initiatives with process owners to observe and evaluate current processes, identify areas of opportunities, perform supporting data analysis, facilitate design changes, create future-state processes, and support implementation of new processes
• produce reports regularly to provide progress and status updates on initiatives and projects
• serve as a subject matter expert for Customer Recovery
• partner with JetBlue University for training curriculum development and updates
• work closely with Technical Publications for manual updates
• assist in writing, proofreading and editing customer support knowledge base, customer support operating manual, and other channels according to brand guidelines
• successfully transition projects post-execution to the relevant operating groups for day-to-day maintenance, success measurement, and continuous improvement
• other duties as assigned

Analyst, Customer Recovery Standards & Programs

• Provides support for Apple products throughout the infrastructure, including Apple Provisioning Units (APU’s), MacBooks, iPads and iPhones
• Provides support for all JetBlue hardware/applications including telephony and mobile devices
• Serves as escalation point and provides Tier 2 and 3 support
• Acts as a source of guidance, feedback, and technical expertise for other members of the CTS Support teams
• Coordinates resolution of incidents/requests from beginning to end with internal and external resources
• Monitors, maintains and supports systems and user access
• Facilitates software package rollouts and maintenance
• Collaborates with all Information Technology (IT) disciplines
• Works to achieve first-touch resolution with all issues
• Collaborates with non-IT teams on projects including Moves/Adds/Changes
• Maintains documentation of requests per JetBlue standards
• Creates, maintains and updates knowledge base documentation with most relevant information
• Coordinates response for major incidents and outages