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.
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